Hermès
Supervisor - Client Relations
Hermès, New York, NY, United States
Job Description
The Team:
The Client Relations Center, an extension of the eCommerce team, lends support by managing phone, email, and live chat inquiries for Hermes.com and US flagship boutiques.
The Opportunity:
As the Client Relations Center Supervisor, you will support the Client Relations Center team in all daily activities, including training and developing the CRC team, collecting and analyzing all call enter reporting, maintaining service levels aligned to the Herms standards of service, and providing support as the third point of escalation when necessary.
The Client Relations Center Supervisor will supervise daily contact volume for all channels, will assist with the creation and adherence of scheduling the daily plan, and will monitor the handling of clients' inquiries, ensuring processes and best practices are followed, while also identifying opportunities for coaching and training.
About the Role:
The range for this position is $66,560 - $77,653 annually. Actual rates are determined based on the job, location, and individual experience.
We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.
About Us
A creator, artisan and seller of high-quality objects since 1837, Herms is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herms 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 mtiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
About the Team
We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.
AN EQUAL OPPORTUNITY EMPLOYER
Family is at the heart of Herms. At Herms of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Herms of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Herms of Paris 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. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.
At Herms of Paris, we are proud to be an equal opportunity workplace. It is the policy of Herms of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Herms of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.
We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com.
The Team:
The Client Relations Center, an extension of the eCommerce team, lends support by managing phone, email, and live chat inquiries for Hermes.com and US flagship boutiques.
The Opportunity:
As the Client Relations Center Supervisor, you will support the Client Relations Center team in all daily activities, including training and developing the CRC team, collecting and analyzing all call enter reporting, maintaining service levels aligned to the Herms standards of service, and providing support as the third point of escalation when necessary.
The Client Relations Center Supervisor will supervise daily contact volume for all channels, will assist with the creation and adherence of scheduling the daily plan, and will monitor the handling of clients' inquiries, ensuring processes and best practices are followed, while also identifying opportunities for coaching and training.
About the Role:
- Support coordinators on clients' queries, answering phones, email inquiries, placing orders, resolving delivery issues, and answering voicemails as needed
- Ensure regular Quality Assurance of phone calls and emails to maintain high service levels and identify areas for further development
- Monitor daily contact volume from all channels
- Assist with the creation and adherence to daily plans
- Ensure client emails and requests are handled in a timely manner
- Partner with store and eCommerce teams to deliver seamless client experiences
- Monitor and support elevated internal and external client inquiries, ensuring speedy follow-up and resolution of difficult situations
- Develop strong working relationship across store and eCommerce teams to ensure the best omnichannel experience for the client
- Demonstrate a deep understanding of product knowledge, policies, and procedures, especially related to client data protection and security
- Collaborate with the Client Relations Training and Development team to create programs for the Client Relations Cetner team to enhance product knowledge, understanding of best practices, policies and procedures
- Provide daily/weekly/monthly full team stats/call center analysis and performance
- Achieve customer service KPIs and objectives
- Analyze metrics and collaborate with CRC Managers to help team members meet goals
- Assist with Customer Service needs during peak volume times as needed
- Flexibility for weekend coverage on a rotating basis required
- Adhere to all Herms policy & procedures relative to role and responsibilities
- All other duties assigned by manager
- No
- No
- Yes - customer experience and follow-ups
- Minimum 3 years of experience required, preferably in a similar environment
- Strong ability to exercise appropriate judgement
- Proven excellence at communication skills (verbal and written) and ability to multitask
- Proficiency in Excel, Word, and PowerPoint
- Knowledge of French is helpful
The range for this position is $66,560 - $77,653 annually. Actual rates are determined based on the job, location, and individual experience.
We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.
About Us
A creator, artisan and seller of high-quality objects since 1837, Herms is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herms 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 mtiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
About the Team
We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.
AN EQUAL OPPORTUNITY EMPLOYER
Family is at the heart of Herms. At Herms of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Herms of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Herms of Paris 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. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.
At Herms of Paris, we are proud to be an equal opportunity workplace. It is the policy of Herms of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Herms of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.
We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com.