Job Description
The Team
The Client Relations Center 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 Center 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.
This position is based out of our NY and Jamesburg, NJ offices - candidate must be able to work from both offices.
About the Role:

• Manage and support the Client Relations Center 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 candidate
• Continue to develop analytical and leadership skills with ongoing trainings
• Flexible schedule to meet the needs of the business, including extended holiday hours during designated periods throughout the year

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
• Saturday & Sunday availability required
• Management experience required
• Strong ability to exercise appropriate judgement
• 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

The range for this position is $78,899.93 to $131,499.88 annually. Actual rates are determined based 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.
About Us
A creator, artisan and seller of high-quality objects since 1837, Herms is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herms 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 mtiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
About the Team
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 Herms. At Herms 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 Herms of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Herms 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 Herms of Paris, we are proud to be an equal opportunity workplace. It is the policy of Herms 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. Herms 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.