Client Relations Coordinator

Overview

Hermès of Paris Inc. is the U.S. subsidiary of Hermès International, a heritage French luxury house renowned for exceptional craftsmanship in leather goods, silk, ready-to-wear and accessories. The brand is known for meticulous attention to detail, a client-centric retail network of flagship boutiques, and a corporate culture that balances artisanal tradition with contemporary retail and e‑commerce operations.

Role & Responsibilities

• Serve as primary point of contact for Hermes.com and flagship boutique clients across phone, email and live chat, delivering consistently elevated client service.
• Triage, research and resolve client inquiries and voicemails in a timely manner, including order placement, tracking and delivery issue resolution.
• Demonstrate and apply in-depth product knowledge while conveying the Hermès style, values and brand tone in every interaction.
• Use CRM and call-center systems to log interactions, escalate issues and follow up on pending requests to ensure full resolution.
• Collaborate closely with US flagship boutiques and internal partners (logistics, e‑commerce, retail operations) to exceed client expectations.
• Offer tailored recommendations and solutions to foster long-term client loyalty and preserve brand integrity.
• Maintain confidentiality and adhere to all Hermès policies and procedures related to data protection and security.
• Adapt to a fast-paced environment with flexibility and resilience; assist peers and mentor new team members as required.
• Perform additional duties as assigned by the supervisor.

Qualifications

• Minimum 3 years of customer service or call center experience; experience may include hands-on internships.
• Demonstrated experience in luxury retail, hospitality or other high-end customer service environments preferred.
• Open availability, including weekends; flexible scheduling to meet business needs.
• Proficiency with CRM systems and call-center software; experience using Microsoft Excel and Word.
• Exceptional verbal and written communication skills with a sophisticated, professional tone.
• Proven ability to manage complex requests with discretion, sound judgment and high attention to detail.
• Strong multitasking and problem-solving capabilities combined with a client-first attitude.
• Ability to work onsite at the Beverly Hills, CA corporate office.
• Multilingual proficiency is a plus.

Skills

Experience

Minimum of three years in a call center or customer service role, preferably with exposure to luxury retail or hospitality environments and e‑commerce order management.

Education

High school diploma or equivalent required; associate degree or coursework in hospitality, communications, business or a related field preferred.

Culture

Hermès cultivates a client-centric, craftsmanship-driven culture that values discretion, elegance and meticulous attention to detail. The workplace emphasizes collaboration between retail and e‑commerce teams, high service standards, and continuous professional development within a refined luxury environment.