Manager - Client Relations Center Job at HERMES OF PARIS INC.
Job description
The Team
The Client Relations team oversees all content and aspects of the Hermes.com business while supporting omnichannel services and client phone/email/ live chat inquiries in partnership with US flagship boutiques.
The Opportunity:
As the Client Relations Manager, you will manage and support, train, coach, and develop the Client Relations Center team in daily activities relating to store and ecommerce client relations. The Manager demonstrates high level customer service and elevate overall client experience in all interactions.
About the Role:
- Manage and support Client Relations team in daily responsibilities including, but not limited to: coaching and tracking team productivity, reviewing and evaluating Coordinator phone and email interactions for quality assurance, supporting Coordinators in answering phone and email inquiries, placing orders, resolving FedEx delivery issues, and answering voicemails as needed.
- Ensure all client requests are handled in a timely manner.
- Demonstrate and implement product knowledge, policies, and procedures.
- Resolve eCommerce and store client escalations.
- Manage Client Relations Center Coordinators and Supervisors to ensure all daily responsibilities are being met and schedule regular touch bases. Support in writing and delivering onboarding and annual performance reviews for team. Manage appropriate talent bank and fill positions with high quality candidates.
- Continue to develop analytical and leadership skills with ongoing trainings.
- Hybrid availability
Supervisory Responsibility:
- Yes – Coordinator and Supervisor level direct reports
Budget Responsibility:
- Yes – assist department in achieve fiscal goals and management of team overtime
Decision Making Responsibility:
- Yes – customer experience and follow-ups
About You:
- 3-5 years of experience, in similar call center and/or customer service environment
- Strong ability to exercise appropriate judgement
- Management experience preferred
- Saturday & Sunday availability required
- Proven excellence at communication skills (verbal and written) and ability to multitask
- Strong knowledge of Microsoft Excel and Word
- Previous call center and/or customer service team experience preferred
- Knowledge of French is helpful
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.
#LI-Onsite
About the Hermès Group
A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 17,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
About the entity
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.
AN EQUAL OPPORTUNITY EMPLOYER
Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.
At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.
We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com.
Contract type:
Regular position
Country:
United States of America
City:
Jamesburg, NJ
Job:
Digital
Experience:
Minimum 3 years
Company:
HERMES OF PARIS INC.
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