Hermès After Sales Service Supervisor

Overview

Hermès is an independent, family‑owned luxury Maison renowned for its artisanal savoir‑faire and commitment to exceptional materials and craftsmanship. The organisation places great emphasis on preserving traditional workshops and delivering a highly curated client experience across its global retail network.

Role & Responsibilities

• Receive and inspect customer‑owned merchandise (COM) across all métiers; determine repairability and the appropriate repair scope in accordance with Hermès guidelines.
• Advise clients one‑on‑one at drop‑off: explain repair options, timelines, costs, and pick‑up procedures; complete COM repair documentation accurately.
• Coordinate the end‑to‑end after‑sales process — prepare and pack items to company standards, arrange shipping (FedEx/messenger), liaise with Paris ateliers, external vendors and the Distribution Service Center, and track progress to closure.
• Maintain consistent proactive client communications by phone and email to update status, obtain approvals, and confirm post‑repair satisfaction.
• Log and manage repair records and photographs using Excel and the boutique’s After Sales Service systems; process payments at POS and ensure compliance with internal procedures.
• Examine completed repairs for quality, cleanliness, and presentation prior to client return; escalate recurring quality issues to the After Sales Service Manager.
• Partner with the sales team to direct clients to After Sales and provide ad hoc boutique coverage when required.
• Adhere to company compliance, security procedures and quality standards throughout the after‑sales workflow.

Qualifications

• Minimum 1–3 years’ related experience in after‑sales, luxury retail repairs, manufacturing or technical product environments preferred.
• Demonstrable attention to product quality, condition assessment and repair decisioning.
• Excellent client‑facing skills with the ability to handle sensitive or difficult situations with tact, discretion and composure.
• Strong written and verbal communication skills; reliable phone and email etiquette.
• High level of accuracy and attention to detail in documentation and data entry.
• Flexibility and adaptability to shifting priorities in a fast‑paced boutique environment.
• Ability to lift up to 25 lbs. and perform physical handling and packing of merchandise.
• Knowledge of French is a plus but not required.

Skills

Experience

1–3+ years of related after‑sales or repair experience in a luxury retail, manufacturing, or technical product environment is preferred. Experience coordinating with ateliers, vendors or distribution centers and direct client consultations on repair scope is highly valued.

Education

High school diploma or equivalent required; vocational training or certifications in retail operations, product restoration, customer service or related fields preferred.

Benefits

Commission and bonus incentives; Medical, Dental, Vision; Life Insurance and Disability; Paid time off (15 days annual vacation, 11 company holidays, 3 floating holidays, 2 wellbeing days, sick & safe time); Paid parental leave and transition time; 401(k) and Roth retirement plan with company matching and profit sharing; Voluntary benefits (flexible spending accounts, fitness reimbursement, voluntary life insurance); Product discount; Employee Assistance Program (EAP); Access to Calm App, Health Advocate and Family Building Support.

Culture

Hermès cultivates an artisan‑centred workplace that prioritises craftsmanship, meticulousness and the transmission of savoir‑faire. The Maison emphasises humanist values, inclusivity and long‑term employee development within a refined retail environment.