Coordinator Client Relations Center

The Team:

The Client Relations Center (CRC) an essential part of the eCommerce team plays a vital role in supporting all aspects of the business while ensuring a seamless omnichannel experience. As the voice of the Maison we provide expert assistance for client inquiries via phone email and live chat working closely with US boutiques to deliver thoughtful knowledgeable and high-touch service.

The Opportunity:

As the Client Relations Center Coordinator you will play a key role in shaping the eCommerce departments strategy serving as the primary point of contact for both and flagship boutique clients via phone email and live chat. You will uphold exceptional customer service standards ensuring an elevated client experience in every interaction.

The CRC Coordinator is based in the E59 New York NY Corporate Office.

About the Role:

• Answer phone email and live chat inquiries while demonstrating impeccable communication skills both verbal and written
• Display and implement product knowledge while conveying the Hermès style values and vision
• Follow-up and resolve all client issues and inquiries in a timely manner
• Respond to client voicemails
• Place online orders and follow-up on pending orders
• Resolve delivery issues related to e-Commerce orders
• Collaborate with internal partners to ensure resolution and exceed client expectations
• Adapt well in a fast-paced environment being flexible and resilient while handling all situations with graciousness
• Maintain confidentiality and company policies for data protection and security
• Adhere to all Hermès policy & procedures relative to role and responsibilities
• Uphold high client expectations in every interaction
• Offer tailored solutions and recommendations to customers
• Maintain a sophisticated and professional tone in all interactions
• Possess deep knowledge of luxury goods or services
• Address concerns efficiently while maintaining brand integrity
• Foster long-term customer loyalty through exceptional service
• All other duties as assigned by supervisor

Supervisory Responsibility:

• NO

Budget Responsibility:

• NO

Decision Making Responsibility:

• NO

About You:

• Open availability Monday through Sunday with flexibility to meet business needs
• 1-2 years experience in a call center or customer service role including hands-on internships
• Strong verbal and written communication skills
• Experience in luxury retail hospitality or high-end customer service
• Ability to manage complex requests with professionalism and discretion
• Familiarity with CRM systems and call center software
• Knowledge of Microsoft Excel and Word
• Team-oriented assisting peers mentoring new members and sharing knowledge
• Proactive in identifying potential issues and implementing solutions
• Actively seeks feedback for continuous improvement
• Ability to exercise sound judgment
• Strong multitasking and problem-solving capabilities
• High level of attention to detail to ensure service excellence
• Multilingual skills are a plus

The range for this position is $23.43 - $28.64 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

Hermès is proud to offer a variety of benefits to support the needs of our employees and their families including:

• Commission and bonus incentives based on sales performance
• Medical Dental Vision
• Life Insurance and Disability
• Paid time off (annual vacation of 15 days 11 company holidays 3 floating holidays 2 wellbeing days and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts fitness reimbursement voluntary life insurance
• Product discount and EAP resources
• Access to Calm App Health Advocate Family Building Support and more!

Company Overview
Since 1837 Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create the constant search for beautiful materials the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès a house dedicated to making highly-crafted beautiful objects made to stand the test of time.

An independent family-owned company Hermès is dedicated to keeping production in France through its 42 workshops The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15000 people worldwide with over 6000 of the workforce being Hermès craftspeople engaged in making artisanal products nurturing a 180 year tradition of creativity and innovation.

At Hermès our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world a mission thats at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films Footsteps Across the World available on our website. Link here.

Our Commitment
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 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 Please do not submit resumes or applications to this email address.