Quality and Service Assurance Manager

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Job Description

Key responsibilities

1. Quality Control: Monitor and maintain quality standards for all logistics processes, including shipping, receiving, inventory management, and transportation.

2. Compliance Management: Ensure compliance with industry regulations, safety standards, and internal quality control policies. This may include tracking and reporting on compliance issues.

3. Returns Management:

• Product authentication: Assist 3PL partner to verify the authenticity and legitimacy of returned products
• Failed returns inspection: Instruction given to 3PL partner
• Acceptance of returns in Magento/Cegid

4. Process Improvement: Identify areas for improvement in logistics and supply chain processes, and develop and implement strategies to optimise them. This could involve streamlining operations, reducing errors, and increasing efficiency.

5. Data Analysis: Analyse data related to logistics and supply chain performance to identify trends and areas of concern. Use data analysis to make informed decisions and improvements.

6. Quality Assurance: Implement quality assurance processes to inspect products and materials, ensuring they meet quality standards and specifications.

7. Supplier Management: Work with suppliers to ensure they meet quality and delivery standards, and establish effective communication and feedback channels.

8. Root Cause Analysis: Investigate and identify the root causes of quality issues and implement corrective and preventive actions to address them.

9. Documentation: Maintain records and documentation related to quality control processes, audits, and compliance reports.

10. Customer Service: Collaborate with customer service teams to address customer complaints and concerns related to logistics and supply chain issues. Strive to enhance customer satisfaction.

11. Training and Education: Provide training and guidance to 3PL partner teams to improve their understanding of quality standards and best practices.

12. Reporting: Generate regular reports on logistics quality and performance metrics, and communicate findings to management and relevant stakeholders.

13. Risk Management: Identify potential risks in logistics and supply chain operations and develop strategies to mitigate them.

Competencies

• High product sensitivity
• High customer experience sensitivity
• Training skills
• Ability to work with different stakeholders and manage a variety of tasks
• Rigor, organisation, autonomy and responsiveness
• Constructive, positive mindset rooted in a continuous improvement approach
• Excellent interpersonal skills and listening skills
• Precision and attention to detail
• Fluency with systems and computers (Excel, PowerPoint, Word)

About Us

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 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 Team

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 250 employees, from our Headquarters in London and across ten stores within our retail function in cities such as London, Dublin, Glasgow and Manchester.

Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company's management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group's progress, and where everyone shows commitment and passion, depth and lightness in all that they do.

Learning and sharing, cultivating one's curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual's development, and make up the company's principle of continuous learning and passing down of knowledge.

Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.

This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.