Aftersales Supervisor

4 days ago

Singapore HERMES SINGAPORE (RETAIL) PTE LTD Full time

**OVERALL MISSION**:Responsible for the management and daily operation of After Sales service ensuring consistent standards of excellence for all aftersales services.

**MAIN DUTIES**

**After Sales Services**
- 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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