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eCommerce Client Relations Trainee
2 months ago
The Team:
This team manages all content and elements of the eCommerce sector while facilitating omnichannel services, operational duties, and reporting requirements.
The Role:
As an eCommerce Client Relations Trainee, you will assist the team with operational, customer service, and training tasks. This position offers invaluable experience through the execution of back-office operations for eCommerce Customer Service and support for essential daily functions.
The Internship Experience:
For over 185 years, Hermès has fostered a culture of exploration for our clients and employees. We encourage you to contribute to this legacy while navigating your own professional journey. Discover new avenues and expand your interests through the Hermès US internship program, Generation H.
As part of Generation H, you will have the chance to engage with Hermès and acquire practical, professional experience that complements your academic pursuits. In addition to your contributions within your specific team, you will participate in a learning-focused guest speaker series that provides exposure to various departments across the organization; collaborate with a mentor who will offer guidance and feedback to enhance your professional skill set; network with stakeholders; and work on a capstone Generation H project.
Key Responsibilities:
- Assist with web-to-shop order documentation and upkeep of boutique return/exchange tracking.
- Extract KPIs and statistics to aid team Managers and Specialists with reporting analysis.
- Facilitate the delivery of crucial information through communications across multiple platforms.
- Compile documentation for claims to rectify inventory discrepancies.
- Support the Client Relations team with processing refunds and exchanges.
- Follow up on tickets requiring action for pending returns and after-sales issues.
- Assist with customer service needs, including thorough research for escalation resolutions and weekly analysis of client interaction trends.
- Conduct internal quality assurance checks and competitive analysis with other luxury contact centers to identify training opportunities and provide feedback to the direct Manager.
- Assist the Training team in scheduling educational events and developing additional learning materials as necessary.
- Conceive, develop, and present individual projects aligned with personal interests, desired professional growth, and enhancement of existing business practices.
- Execute all other tasks assigned by the Manager.
Qualifications:
- Prior experience in Operations and/or Customer Service is advantageous.
- Exceptional written and verbal communication skills; courteous and professional phone demeanor.
- Demonstrated ability to manage multiple tasks effectively.
- High attention to detail.
- Proficient in Microsoft Office & PowerPoint.
Company Overview:
Since 1837, Hermès has adhered to its artisan business model and humanist values. We prioritize people in all our endeavors and strive to create a positive impact on the world. The freedom to innovate, the relentless pursuit of exquisite materials, the transmission of exceptional craftsmanship, and the aesthetic of functionality define the uniqueness of Hermès, a house committed to crafting high-quality, beautiful objects designed to endure.
As an independent, family-owned entity, Hermès is dedicated to maintaining production in France through its 42 workshops. The Hermès organization also represents a truly global community with a network of stores in numerous countries. Hermès employs thousands of individuals worldwide, with a significant portion being artisans engaged in creating artisanal products, upholding a long-standing tradition of creativity and innovation.
At Hermès, our commitment to sustainable development and corporate social responsibility is rooted in values passed down through generations of dedicated artisans who have shaped our legacy and the integrity of our creations. The foundation of Hermès' success and longevity lies in a sense of responsibility; a quest for authenticity and respect for time and the preservation of natural resources. We aim to leave a positive impact on the world, a mission central to our commitment to progress.
