Sales & service support executive, hsr
2 days ago
Sales & Service Support Executive, HSR
At a glance
Job Category:Retail - Store Operations
Years of Experience:Minimum 3 years
Contract Type:Unlimited contract
Job Schedule:Full time
Locations:Store - Singapore Takashimaya
Legal Employer:HERMES SINGAPORE (RETAIL) PTE LTD
Posting Date:11/11/2024, 04:37 AM
About the team
Hermes may be the name of a company, but it is above all the name of a family who, for nearly two centuries, has been shaping the history of a Parisian house based on expertise and quality, tradition and innovation. An independent family business, Hermes continues to live by its French tradition of craftsmanship by creating and producing beautiful, useful and lasting objects. The Company brings together more than 13,000 employees in 50 countries and 60 subsidiaries, all artisans in their own way and all committed to the long term development of the company.
Details of the job
MAIN RESPONSIBILITIES:Back Office Customer Service ManagementManage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests)
Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
Performance follow-up and continuous improvement on Customer ServicesBe responsible for the business performance of all service-related operations
Monitor conversion rates and average duration for reservations and customer requests
Monitor lead times at each relevant step of the aftersales & repair life cycle
Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
Internal Control & ProceduresTill ControlSupport till activities only if needed
Stock ControlAssist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
Compliance and knowledge on internal proceduresManage the store archiving for relevant documents, following local and group internal control rules
Be responsible for the application of procedures related to internal control and health & safety
Support sales teams through the use of digital tools and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
Store Team AdministrationStore AdminAssist in managing the staff rotas to optimize sales floor coverage
Coordinate with external agencies to plan external / temporary staff
Manage and organize internal communication
Store OrdersBe responsible and supervise the allocation of staff uniforms
Organize the supply of office stationery, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
Follow-up on general costs
Maintenance & SecurityBe responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely interventions
Manage internal and external security agents
REQUIRED EXPERIENCE & COMPETENCIES:Passionate in luxury retail industry
Significant previous experience in administrative / operations position, preferably in Retail environment
Organized, rigorous and reliable, able to organize his/her work autonomously
Service and customer-oriented with excellent communication skills
Proficient with Excel / IT tools
Team player
Language requirements: fluency in English is mandatory (written and oral)
About Hermès
A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 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.#J-18808-Ljbffr
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