eCommerce Manager Delivery Claims & Incidents

E-Commerce Manager Delivery Claims And Incidents

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services, operational tasks and responsibilities, and reporting needs.

As eCommerce Manager Delivery Claims and Incidents, you will work closely with internal and external business partners to maintain and improve all day-to-day processes including delivery claims and order incident resolutions. You will stay informed of all evolving delivery trends within our business as well as within the industry and help support training our team and the Client Relations Center team. Developing a strong relationship with our delivery carrier and our distribution center will be critical in problem solving and achieving resolutions. As a manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.

Oversee delivery claim submissions and decisions to ensure we are maintaining an exceptional client experience while monitoring business decisions

Explore opportunities to automate manual processes in tracking and monitoring cases

Responsible for reports on delivery claims and incidents and implementing necessary changes and adjustments to protect the business.

Support with manual order review and communicate on unusual shopping patterns and risk of fraud. Develop a strong understanding of the Riskified fraud tool and work closely with our order review and fraud team.

Manage omnichannel order statuses and oversee weekly updates to our partner store teams to ensure that all orders are properly accounted for. Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team.

Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards.

Understand all areas of the post-sale experience including after sales, returns, delivery claims, and incidents. Help the team execute reporting and analyzing the results of these areas to ensure service levels are maintained and that we continue to exceed client expectations.

Additional responsibilities may arise due to the needs of our business quickly evolving and shifting

Supervisory experience is required

YES

YES

BA or equivalent, preferred

Weekend hours required throughout the year, as needed

Minimum of 3-5 years in a similar role and environment, preferred

Previous people management experience required

Proficient in Microsoft Office Suite; Advanced Excel Training

Adept at project management with strong ability to handle complex projects simultaneously

Demonstrated ability to work cross-functionally

Excellent written, verbal, and interpersonal skills

Passion for gracious leadership and mentorship

The range for this position is $88,746.00 - $99,839.00 annually. Actual rates are determined 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.

Herms 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 (annual vacation of 15 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 such as flexible spending accounts, fitness reimbursement, voluntary life insurance

Product discount and EAP resources

Access to Calm App, Health Advocate, Family Building Support and more!

Since 1837, Herms 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 Herms, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Herms is dedicated to keeping production in France through its 42 workshops, The Herms organization is also a truly global community with a network of 310 stores in 49 countries. Herms employs more than 15,000 people worldwide with over 6,000 of the workforce being Herms craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Herms, 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 Herms' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Herms 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 shorts films "Footsteps Across the World" available on our website.

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 privacy.us@hermes.com. Please do not submit resumes or applications to this email address.