Hermès E‑commerce Back Office Specialist
Hermès — E‑commerce Back Office Specialist (contract) in Paris. Support risk & fraud, payments, logistics, stock and back‑office operations.
Overview
Hermès is an independent French luxury maison renowned for its leather goods, accessories and haute couture. The role sits within Hermès Distribution Europe — the operational arm that supports the maison’s omnichannel distribution across European markets and ensures seamless service between digital and boutique channels.
Role & Responsibilities
- Validate and adjudicate European e‑commerce orders, assessing risk and detecting potential fraud to ensure timely preparation for shipment.
- Investigate and resolve transport and logistics incidents with external carriers (loss, theft, incomplete delivery), including handling associated documentation and reclamation files.
- Execute manual payment operations and refunds; monitor unpaid orders, blocked credits and payment statuses.
- Supervise stock movements and discrepancies across inventory applications; follow up web‑to‑shop pickups, reservations and Cegid integrations for H.com supply.
- Process manual order entries for exchanges and returns and update customer case comments to support front‑line client handlers.
- Act as the CRC’s relay with internal and external teams (transport, logistics, IT, payments) and escalate anomalies observed on e‑commerce systems.
- Propose and contribute to continuous improvement initiatives for order validation, fraud detection and back‑office workflows.
Qualifications
- Minimum 1 year of proven experience in customer service or sales administration, ideally within luxury retail or high‑end e‑commerce.
- Operational proficiency in English; comfort working in international, multilingual environments.
- Excellent interpersonal and communication skills, with a collaborative and coaching mindset.
- Strong organisational rigour, adaptability and capacity to manage competing priorities in a fast‑changing environment.
- High level of discretion, loyalty and professional engagement.
- Good IT literacy; experience with Magento and Cegid is a definite advantage.
Skills
Experience
At least 1 year in customer service, order administration or e‑commerce operations; prior exposure to luxury retail processes, payment handling and carrier claims is preferred.
Education
Secondary education (Baccalauréat) required; bachelor’s degree in business, logistics, commerce or a related field preferred.
Workplace
The role is situated in Paris, Île-de-France, France.
Culture
Hermès fosters an environment rooted in artisanal excellence, meticulous attention to detail and respect for craft. The workplace values discretion, collaboration and internationalism, offering dynamic daily variety within a structure that prizes quality and long‑term employee commitment.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «E‑commerce Operations Specialist», «Back Office E‑commerce Coordinator», «Online Order Risk & Fraud Analyst», «E‑commerce Logistics & Payments Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.