Hermès E-Commerce Associate

About Hermès

This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.

Hermès Canada seeks a bilingual E-Commerce Associate to support its growing online operations in Toronto. This temporary, one-year contract role involves managing client inquiries via phone and email, validating online orders for compliance, processing order adjustments and cancellations, resolving delivery issues with logistics partners, and maintaining accurate CRM records. The successful candidate will demonstrate product expertise, convey the Hermès brand vision, and collaborate across departments to exceed client expectations in a fast-paced luxury retail environment.

Role & Responsibilities

• Respond promptly and professionally to client inquiries via phone and email, ensuring a positive client experience
• Review and validate online orders to ensure accuracy and compliance with policies; contact credit card companies for address verifications
• Assist with order processing, including adjustments, cancellations, and special requests
• Investigate and resolve delivery issues in collaboration with logistics and courier partners
• Maintain accurate records of client interactions and resolutions in CRM and order management platforms
• Demonstrate comprehensive product knowledge while conveying Hermès style, values, and vision
• Provide product, website, and order support to clients with professionalism and empathy
• Collaborate with internal partners to ensure resolution of issues and exceed client expectations
• Support clients with online orders and follow up on pending transactions
• Accumulate and process client requests for fragrance samples, catalogues, and knotting cards; prepare labels and mail weekly
• Adapt effectively to a fast-paced environment, demonstrating flexibility and resilience in all situations

Qualifications

• Fluent bilingual proficiency in English and French (mandatory)
• Minimum 1 to 2 years of relevant retail operations or e-commerce experience
• Strong attention to detail and accuracy in order processing and validation
• Excellent written and oral communication skills
• Knowledge of luxury retail (preferred)
• Proficiency with CRM and order management systems
• Ability to handle multiple tasks simultaneously in a high-volume environment
• Flexibility to work weekends and evenings as required

Skills

Experience

Minimum 1 to 2 years of relevant experience in retail operations, e-commerce, or customer service, preferably within a luxury retail environment. Background in order processing, client services, or related e-commerce functions is essential.

Education

Secondary education required; post-secondary education in business, retail management, or related field preferred but not mandatory.

Workplace

Compensation

The base compensation for this position ranges from CAD 24 to CAD 32 per hour.

Culture

The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.