Senior Sales and Service Support Assistant
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Job Description
Key responsibilities
1.Back Office Customer Service Management
• Management and follow-up of Customer Services
-Contribute to your team's effort in managing services to customers (customer contact andcomplaints handling, follow-up in relevant store IT tools, etc.)
-Be responsible for the quality of follow-up for all customer services (customer requests,special and personalised orders, reservations and wishes, remote sales, Repair requests,online sales) by setting up follow-up routines in the schedules of your team.
-Be a real partner to sales team to optimise and simplify the back-office follow-up of thoseservices
• Performance follow-up and continuous improvement on Customer Services
-Be responsible for the business performance of all service-related operations
• Monitor conversion rates and average durations for reservations and customerrequests
• Monitor lead times at each relevant step of the aftersales & repair lifecycle
• Challenge the recourse to the customer request service by sales team when relevant,to push sales for products available in store
-Manage and supervise the work of internal leather artisan and/or tailor if any
2.Internal Control and Procedures
• Till controls
-Support on morning store opening (till opening, key checks etc)
-Supervise till closing with sales teams and/or cashiers after the store has been closed
-Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
-Review and comment all relevant reports related to till operations in the dedicated internaltool (discounts & forced prices, cancelled sales)
• Stock Controls
-Assist the stock team when needed in reviewing and correcting negative stocks or stockdiscrepancies
• Compliance and knowledge on internal procedures
-Manage the store archiving for relevant documents, following the local and Group internalcontrol rules
-Support sales teams towards a perfectly accurate use of their digital tools and be thestore's key user on service-related processes: train newcomers on processes & tools,communicate new features and/or procedures, support the team on any issue
-Be responsible for the application of procedures related to internal control and health &safety
3.Store Administration
• HR & Store Team Administration
-Manage the staff rotas to optimise sales floor coverage, taking into consideration overtime,paid leave, sick leave, accidents etc.
-Coordinate with external agencies to plan external / temporary staff
-Liaise with your HR department to consolidate resumes and applications received at storelevel
-Manage and / or organise internal communication: information dispatch, notes,organisation chart or contact list updates, etc.
• Store orders
-Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
-Ensure the supply of office stationeries, food & beverage and other relevant tools,coordinate with suppliers, control delivery and invoicing
-Follow-up general costs
• Maintenance & Security
-Be responsible for store day-to-day maintenance (lighting, cleaning, access, security...):coordinate with suppliers and Head Office, ensure timely interventions, control the quality
4.Team Management
• Global performance follow-up
-Follow up closely the quality of interactions of your team members with customers andmake sure they are in line with Hermès Standards of excellence
-Organise weekly morning briefs with your team and provide regular feedbacks to your StoreManager
-Develop your team member's ability to back each other up in case of absence
• Individual performance follow-up and development
-Participate in the training process for newcomers in your team: Hermès culture, productknowledge and other specific job responsibilities
-Continuously coach and train your team members on all knowledge and skills necessary tothe pursuit of the team's objectives