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 2025Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Retail Luxury Goods and Jewelry Referrals increase your chances of interviewing at Hermès by 2x Get notified about new Supervisor jobs in Singapore, Singapore . Job location Retail (Assistant) Store Manager (based in Singapore) – Johor Baharu, Johore, Malaysia We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr