Job Description

Job Category: Sales development & Retail Support - Sales Support
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MAIN RESPONSIBILITIES:
After 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
Expediate 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
Systems 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)
Contract role for 12 months commencing Nov 2025
About Us:
"Createur, artisan et marchand d'objets de haute qualite, Hermes est, depuis 1837, une maison francaise, familiale et independante qui emploie pres de 25 185 collaborateurs dans le monde. Anime par un esprit d'entreprendre continu et une exigence constante, Hermes cultive la liberte et l'autonomie de chacun grace a un management responsable. L'entreprise perpetue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matieres d'exception. Seize metiers artisanaux irriguent la creativite de la maison dont les collections rayonnent dans pres 300 magasins dans le monde."

Skills Required