Operations Associate - Sales and Service Support

HERMÈS CANADA

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Hermès Canada has had a presence in Canada since 1987 and has over 130 employees, across four stores, located in : Toronto, Montréal, Vancouver, and Calgary, as well as our e-commerce activity, and corporate office. Family is at the heart of Hermès. At Hermès Canada, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and in the wider world. We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our family. We support our individual team members' personal and professional success through a culture that values equality, individuality, and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

MAIN ACCOUNTABILITIES :

Back Office Customer Service Management

• Management and follow-up of Customer Services
• Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
• Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines.
• Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
• Performance follow-up and continuous improvement on Customer Services
• Be responsible for the business performance of all service-related operations
• Monitor conversion rates and average durations for reservations and customer requests
• Monitor lead times at each relevant step of the aftersales & repair lifecycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

Internal Control and procedures

Store Administration

KEY SKILLS AND EXPERIENCE

"Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable. L'entreprise perpétue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d'exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."