Job Description

MAIN DUTIESAfter Sales Services for HSR

• Understand the full spectrum of aftersales processes and seek continuous improvements
• Oversee client repairs, follow up and escalations
• Diligently check all incoming repairs to ensure repair expectations are communicated and met
• Expedite backorders and provide customers with accurate availability dates
• Evaluate repairs and re-direct to the appropriate centre
• Follow up on quotations between customers, craftsmen and Paris
• Communicate with relevant departments to resolve issues, expedite orders and monitor shipments
• Manage shipments from centralized warehouse to Paris and local suppliers
• Manage shipments and documentations with logistics team
• Support aftersales daily briefings
• Analyze and evaluate the demand of aftersales services, to identify and implement solutions

System and Tools

• Mastery of the Aftersales system, including follow up and validations of HCare storecards
• Maintain neat and clean database and systems
• Monitor and oversee spare parts stock levels based on repair needs
• Design and develop aftersales internal processes and procedures
• Tabulate timely reports to drive actions in order to improve repair processes and lead time
• Monitor and drive KPIs

Projects and Events

• Take lead and communicate aftersales projects and deployments including training e.g. Leather personalization
• Support internal and external events

Team Management

• Work closely with the aftersales team, craftsmen, logistics team and stores
• Support team and craftsmen to flag up any issues and escalations if need be

Performance Indicators

• Aftersales KPIs (repair lead times, service rates etc.)
• Individual contribution to the efficiency and quality of aftersales operations
• Quality of relationship and partnership with the aftersales team, craftsmen and Paris
• Quality of relationships with customers

Requirements & Capabilities

• Passionate about retail and luxury
• Minimum 6 years of working experience in aftersales service and/or customer service, preferably in Retail environment
• Willing and able to communicate with clients directly
• Service and customer oriented (internal and external customers), with excellent communication skills
• Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate challenges
• Proficient with Excel / IT tools
• SAP experience would be a bonus
• Team player
• Language requirements: fluency in English and Mandarin (written and oral)

A creator, artisan and seller of high-quality objects since 1837, Herm\xc3\xa8s is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herm\xc3\xa8s 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 m\xc3\xa9tiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

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