Aftersales Supervisor, HSR

3 days ago

Singapore Hermes Full time $60,000 - $120,000 per year
Description

MAIN RESPONSIBILITIES:

After Sales Services for HSR 

  • 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 

  • Expediate 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 

  • Support aftersales daily briefings 

  • Analyze and evaluate the demand of aftersales services, to identify and implement solutions

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

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