E-Commerce Associate / Client Relations Associate (18-Month Contract)

Hermès Canada
A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs over 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.
Hermès Canada has had a presence in Canada since 1987 and has over 130 employees, across four stores, located in: Toronto, Montréal, Vancouver, and Calgary, as well as our e-commerce activity, and corporate office. Family is at the heart of Hermès, and we are committed to being a Maison for All; a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and beyond. We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our 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.
Responsibilities

• Respond promptly and professionally to client inquiries via phone and email ensuring a positive client experience
• Review and validate online orders to ensure accuracy and compliance with policies and guidelines. Contact credit card companies for address verifications.
• Assist with order processing, including adjustments, cancellations and special requests
• Investigate and resolve delivery issues in collaboration with logistics and courier partners
• Maintain accurate records of client interactions and resolutions in CRM/Order management platforms
• Display and implement product knowledge while conveying Hermes style, values and vision
• Provide product, website and order support to clients with professionalism and empathy
• Collaborate with internal partners to ensure resolution on issues and exceed client expectations.
• Support clients with online orders and follow up on pending orders
• Accumulate client requests for fragrance samples, catalogues, knotting cards and prepare labels and mail once a week.
• Adapt well in fast paced environment, being flexible and resilient while handling all situations with graciousness
  

Requirements

• Retail Operations background with strong attention to detail
• Open availability, Monday through Saturday with flexibility to meet business needs
• French language is an asset
• Minimum 1 to 2 years relevant experience
• Superior communication skills, oral and written
• Knowledge of luxury retail an asset
• Additional languages are an asset
  

"Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable. L'entreprise perpétue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d'exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."