Sales & Service Support Specialist

2 settimane fa

Roma, Italia Hermès Italie A tempo pieno

General Role

Sales & Service Specialists support the store management and sales team by facilitating day-to-day operations, overseeing administration procedures and providing outstanding customer service to ensure excellence throughout the customer journey.

Main responsibilities
- 1. Back Office Customer Service Management
- Handle all relevant customer services and requests that are transferred to their store, such as managing complaints, appointment requests, special and personalised orders, reservations and wishes, remote sales, etc.
- Partner with sales team to optimise and simplify back-office procedures for customer requests
- Share proposals with store management to improve the performance of customer service-related operations, based on monitoring of:

- Conversion rates and average durations for reservations and customer requests
- Lead times at each relevant step of the aftersales & repair lifecycle
- Evaluate customer requests received and proactively suggest alternative solutions when appropriate (e.g. available stock in store or click in-store).

2. Internal Control and procedures
- Manage the store archiving for relevant documents regarding own responsibilities, following the local and Group internal control rules
- Facilitate and support Internal Audit interventions, providing the information required and responding to their requests
- Be aware of company procedures and systems and ensure compliance undefined.

3. Store Administration
- Ensure that all team members know and follow procedures by sharing relevant information across teams and functions
- Manage the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms

Profile
- University Degree
- Must be fluent in Italian and English
- Have excellent interpersonal, communication and problem-solving skills and service orientation
- Must be organized, reliable and flexible
- Must be able to work independently and under pressure
- Professionalism, enthusiasm, dynamism, ease of integration and teamwork complete the profile.

About the Hermès Group

Hermès was born in Paris in 1837 as a laboratory of harnesses and saddles for horses: since then, six generations of artisans have explored new crafts, animated by a creative impulse, combined with beautiful and processed with care material.

Today Hermès is an international group committed to innovation in a subtle harmony between past, present and future. It is a company founded on high standard values of dedication to excellence and authenticity of its objects. An independent family house that pursues its French artisan tradition: Hermès creates, sells and manufactures beautiful, useful and durable objects.
The company brings together more than 17.000 employees in 50 countries; the Italian branch is located in Milan and provides the local support and management to the 11 Stores present in the country.

Hermes Italie was born in 1987 with the first store in Milan, 21 via Sant'Andrea. Since then the branch was opened and the continuous growth lead to the current retail presence in the country: 11 stores, including 2 seasonal openings and 2 flagship stores, located in Milan and Rome.
- Contract type:
Regular position
- Country:
Italy
- City:
Roma
- Job:
Retail
- Experience:
Minimum 3 years
- Company:
Hermès Italie

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