Aftersales Supervisor, HSR

Overview
Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.
Responsibilities
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
Analyze and evaluate the demand of aftersales services, to identify and implement solutions
Support aftersales daily briefings
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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Retail Luxury Goods and Jewelry
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Job location
Retail (Assistant) Store Manager (based in Singapore) – Johor Baharu, Johore, Malaysia
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