Job description
The Team: The Client Relations Center team supports all aspects of the Hermes.com business, overseeing content and ensuring seamless omnichannel service. We provide expert support for client inquiries via phone, email and live chat working closely with US flagship boutiques to enhance the customer experience. The Opportunity: As the Client Relations Center Coordinator, you will play a key role in shaping the eCommerce department's strategy, serving as the primary point of contact for both Hermes.com and flagship boutique clients via phone, email and live chat. You will uphold exceptional customer service standards, ensuring an elevated client experience in every interaction. This is an onsite position based at our Beverly Hills, CA Corporate Office. About the Role: * Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written * Display and implement product knowledge, while conveying the Hermès style, values, and vision * Follow-up and resolve all client issues and inquiries in a timely manner * Respond to client voicemails * Place online orders and follow-up on pending orders * Resolve delivery issues related to e-Commerce orders * Collaborate with internal partners to ensure resolution and exceed client expectations * Adapt well in a fast-paced environment, being flexible and resilient while handling all situations with graciousness * Maintain confidentiality and company policies for data protection and security * Adhere to all Hermès policy & procedures relative to role and responsibilities * Uphold high client expectations in every interaction * Offer tailored solutions and recommendations to customers * Maintain a sophisticated and professional tone in all interactions * Possess deep knowledge of luxury goods or services * Address concerns efficiently while maintaining brand integrity * Foster long-term customer loyalty through exceptional service * All other duties as assigned by supervisor Supervisory Responsibility: * NO Budget Responsibility: * NO Decision Making Responsibility: * NO About You: * Open availability, Monday through Sunday, with flexibility to meet business needs * 1-2 years' experience in a call center or customer service role, including hands-on internships * Strong verbal and written communication skills * Experience in luxury retail, hospitality, or high-end customer service * Ability to manage complex requests with professionalism and discretion * Familiarity with CRM systems and call center software * Knowledge of Microsoft Excel and Word * Team-oriented, assisting peers, mentoring new members, and sharing knowledge * Proactive in identifying potential issues and implementing solutions * Actively seeks feedback for continuous improvement * Ability to exercise sound judgment * Strong multitasking and problem-solving capabilities * High level of attention to detail to ensure service excellence * Multilingual skills are a plus The range for this position is $23.43 - $28.64 per hour. Actual rates are determined on the job, location, and individual experience. Hermès Benefits Overview Hermès is proud to offer a variety of benefits to support the needs of our employees and their families, including: * Commission and bonus incentives based on sales performance * Medical, Dental, Vision * Life Insurance and Disability * Paid time off (15 vacation days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time) * Paid Parental Leave and Transition Time * 401(k) and Roth Retirement Plan with company matching and profit sharing * Various voluntary benefits (e.g., flexible spending accounts, fitness reimbursement, voluntary life insurance) * Product discount and EAP resources * Access to Calm App, Health Advocate, Family Building Support, and more! We are looking for a candidate who has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations. COMPANY OVERVIEW Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time . An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation. At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that's at the heart of our commitment to progress. This narrative can be experienced in a series of short films "Footsteps Across the World" available on our website. OUR COMMITMENT Family is at the heart of Hermès. At Hermès 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 Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès 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 Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès 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. Hermès 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 privacy.us@hermes.com . Please do not submit resumes or applications to this email address.A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 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.
