Hermès eCommerce After‑Sales Coordinator

Overview

Hermès of Paris is an independent, family‑owned maison renowned for its artisanal savoir‑faire and dedication to high‑quality luxury goods. The US entity, Hermès of Paris Inc., supports the global Hermès organisation—focusing on craftsmanship, refined service and preservation of traditional skills while operating a worldwide retail network and digital platforms.

Role & Responsibilities

• Manage end‑to‑end after‑sales operational tasks including order review, returns and exchanges, FedEx claims, and Web‑to‑Shop (WTS) incidents to ensure timely resolution and preserve client satisfaction.
• Track and investigate distribution‑side incidents (swapped packages, mis‑shipments, packaging issues) in partnership with the Dayton distribution team and escalate when necessary.
• Prepare, analyse and present weekly and monthly incident and claims reports to identify trends and recommend process improvements with the manager.
• Support teamwide communications by delivering accurate, timely operational updates and ad hoc analysis to stakeholders.
• Uphold Hermès standards in every client interaction, maintaining confidentiality and adhering to company policies and data protection requirements.
• Perform additional duties as required by a rapidly evolving eCommerce environment, including limited Saturday coverage.

Qualifications

• 1–2 years of experience in eCommerce operations, client services, logistics support or a similar customer‑facing operational role.
• Demonstrated ability to exercise sound judgement and manage customer escalations independently.
• High attention to detail with strong organisational and multitasking capabilities.
• Excellent verbal and written communication skills; ability to synthesize operational data for non‑technical stakeholders.
• Proficiency in Microsoft Excel and Word for reporting and data‑handling tasks.
• Ability to work some Saturdays. Knowledge of French is helpful but not required.

Skills

Experience

Minimum 1 year (preferably 1–2 years) in a similar eCommerce after‑sales, client relations, logistics support or customer service operations role.

Education

High school diploma or equivalent required; associate or bachelor's degree in business, logistics, supply chain or a related field preferred.

Workplace

Compensation

The base compensation for this position ranges from USD 28.65 to USD 33.35 per hour.

Benefits

Commission and bonus incentives; Medical, Dental and Vision coverage; Life insurance and disability; Paid time off (15 days annual vacation, 11 company holidays, 3 floating holidays, 2 wellbeing days, plus sick & safe time); Paid parental leave and transition time; 401(k) and Roth retirement plan with company matching and profit sharing; Voluntary benefits (FSA, fitness reimbursement, voluntary life insurance); Product discount; Employee Assistance Program; access to Calm app, Health Advocate and family building support.

Culture

Hermès emphasises artisanal craft, refined client service and long‑term stewardship of materials and skills. The Maison fosters a family‑oriented workplace that values individuality, inclusion and professional development while maintaining rigorous standards of quality and discretion.

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.