Job Description

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
"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