Coordinator - eCommerce After Sales

The Team:

The eCommerce team oversees all content and aspects of the Hermes.com business along with supporting omnichannel services and functions. The team is comprised of five distinct areas including Operations, Merchandising, eCommerce Client Relations, Digital Strategy, and the Client Relations Center. The eCommerce Client Relations area is focused on back of house processes that impact the client experience with responsibilities including order review, fraud and chargebacks, after sales, return and exchange processing, delivery and order incidents, and WTS order management. We closely monitor and oversee each of these areas to deliver secure and seamless client experiences from an ecommerce as well as an omnichannel perspective. 

The Opportunity:

The After Sales Coordinator will support with Hermes.com after sales tasks and responsibilities including returns, exchanges, manual returns, return rejections, repairs, chargebacks, delivery discrepancies, along with assisting the department in client service and reporting needs.

About the Role: 

• As part of your daily responsibilities, you will support the processing of returns and exchanges. This will include monitoring all return statuses and partnering with your team and our Dayton partners to ensure that all returns are handled promptly and moved to the correct status to provide an exceptional experience to our clients.
• Work cross-functionally to understand when a product is not eligible for return and consider all alternatives, including repair options and possible partial exchanges. Track trends in product categories that have higher return rejection rates and offer potential solutions.
• Support with tracking eCommerce Incident returns to ensure inventory is corrected within the appropriate timeline.
• Assist with the opening and tracking of all after-sales store cards and repairs. Use Hermes Care to assess store cards for defects and determine repair or credit note in Paris.
• Assist with following up on client’s repair statuses and when a credit note is offered.
• Support the team in communicating known product quality issues and identifying when items with potential quality issues can be published to support sales. Partner closely with eCommerce Merchandising on updates in this area.
• Respond to chargeback disputes by gathering appropriate information and providing a thorough response to help win the dispute.
• Cross training opportunities and additional responsibilities may arise due to the needs of our business quickly evolving and shifting.

Supervisory Responsibility:

• NO

Budget Responsibility:

• NO 

Decision Making Responsibility:

• YES – customer experience and follow-ups

About You: 

• Some weekend hours required.
• Ability and desire to partner with other teams and work in a collaborative environment.
• Strong ability to exercise appropriate judgment.
• High level of attention to detail
• Proven excellence at communication skills (verbal and written) and ability to multitask
• Established knowledge of Microsoft Excel and Word

The range for this position is $25.14  - $31.82 per hour. Actual rates are determined on the job, location, and individual experience.  

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.