Hermès Sales and Service Support Coordinator
- Location
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 19, 2026
About Hermès
Hermès (Suisse) SA is the Swiss affiliate of Maison Hermès, a globally recognised luxury house renowned for its leather goods, ready‑to‑wear and artisanal savoir‑faire. As part of the Hermès group, the organisation emphasises meticulous craftsmanship, discreet service and long‑term talent development across its retail network.
Hermès (Suisse) SA is recruiting a Sales and Service Support Coordinator in Gstaad, Switzerland — back‑office customer service, till control and store administration.
Role & Responsibilities
- Manage back‑office customer service operations across channels (email, phone, remote sales, online sales, reservations, repair and special orders) and implement follow‑up routines to ensure timely responses.
- Act as operational partner to sales teams to streamline case routing, reservation handling and after‑sales processes.
- Track, analyse and report on service KPIs (conversion rate, stock on hold, average reservation/request duration, expired reservations) and propose continuous improvement actions.
- Respond to and coordinate support requests from the store network and call centre; ensure consistent service standards.
- Perform store administration duties including staff planning coordination, management of store orders (uniforms, supplies) and day‑to‑day facility maintenance follow‑up.
- Support till control activities: assist with till opening/closing, maintain accurate cash remittances, and review discount/forced price/cancelled sales reports in the internal reporting tool.
- Monitor operational KPIs and animate OPS performance initiatives with store teams to improve conversion and service efficiency.
Qualifications
- Minimum 3 years' experience in a retail operations role.
- Service‑oriented with excellent written and verbal communication skills.
- Analytical mindset with proven ability to monitor and interpret KPIs.
- Highly organised, rigorous and reliable with strong attention to detail.
- Fluent English (written and oral) and proficiency in either French or German.
- Proficient with Microsoft Office Suite.
Skills
Experience
Minimum three years' professional experience in retail operations or store support functions, including responsibility for customer service follow‑up, reservations, till controls and KPI tracking.
Education
High school diploma or equivalent required; bachelor's degree in business, retail management, hospitality or a related discipline preferred.
Workplace
This position is based in Gstaad, Bern, Switzerland, within easy reach of Bern.
Culture
Hermès cultivates a culture of refined craftsmanship, operational excellence and respect for individual creativity. Teams operate with a strong service ethos and a commitment to discreet, client‑led luxury; professional development and long‑term career paths are emphasised within the maison.
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 «Customer Service Operations Coordinator», «Retail Operations Coordinator», «After‑Sales & Reservations Coordinator», «Service and Till Control 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.