Sales & Service Support Assistant Job Description

Our history Hermès was founded by Thierry Hermès in Paris in 1837, as a house of master harness making. In

1880, his son transferred the family firm to its now famous address, 24 rue du Faubourg Saint-

Honoré, where he expanded into the saddlery business. In 1918, with the advent of the automobile,

the founder’s grandson, Émile Hermès, foresaw the changes to come in transportation. He launched

a line of fine leather goods and luggage with ‘saddle stitching’. The Hermès style was born and soon

extended to include clothing, jewellery, diaries, silk scarves, and other items.

Today, Hermès is active in 16 different sectors including: Leather Goods, Men’s and Women’s Silks,

Men’s and Women’s Ready-to-Wear, Perfumes, Watches, Diaries, Hats, Footwear, Gloves and Belts,

Enamel, Art of Living, Tableware and Jewellery.

International in scope, Hermès has continued to grow while remaining a family firm with a uniquely

creative spirit that blends precision manufacturing with traditional craftsmanship.

Who we are Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International

Headquarters in Paris. We operate with over 260 employees, from our Headquarters in London and

across nine stores within our retail function in cities such as London, Dublin 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.

Our service values and ambitions

Job details JOB TITLE: Sales & Service Support Assistant

REPORTS TO: Sales & Service Support Manger

Job mission To be responsible for the back-office management and consistent excellence of all customer services

(Aftersales, Customer Requests, Customer Orders, Reservations, Remote Sales, Online Sales) and to support the

Store Management in the general administration of the store, in order to ensure smooth functioning and

facilitate day-to-day operations.

Organisational chart

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 and

complaints 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)

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 those

services

• 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 customer

requests

· Monitor lead times at each relevant step of the aftersales & repair lifecycle

· Challenge the status of the customer request service when relevant, in order to push

sales for products available in store

2. Internal Control and Procedures

• Stock Controls

- Assist the stock team when needed in reviewing and correcting negative stocks or stock

discrepancies

• Compliance and knowledge on internal procedures

- Manage the store archiving for relevant documents, following the local and Group internal

control rules

- Support sales teams towards a perfectly accurate use of their digital tools and be the

store’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

• Store orders

- Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance,

alterations, dry cleaning, spare uniforms

- Organise the supply of office stationeries, food & beverage and other relevant tools,

coordinate with suppliers, control delivery and invoicing

Performance indicators

• Individual contribution to the efficiency and quality of store administration/operations.

• Respect of deadlines.

• Number of complaints for Aftersales.

Competencies

• Previous experience in an administrative / operations position, preferably in Retail

environment

• Very organised, rigorous and reliable, able to organise his/her work autonomously and to

anticipate

• Client- and service-oriented, with very good communication skills

• Proficient with Excel / IT tools

• Team player - first experience of management appreciated if supervising security and/or tailor

and artisan

• Professional with ability to work efficiently and accurately under pressure.

** Job responsibilities and functions are not limited to the above. We as Hermès employees must

always ensure that all functions of our position are represented with the highest level of

professionalism.

Sales & Service Assistant Job Description

Our history Hermès was founded by Thierry Hermès in Paris in 1837, as a house of master harness making. In

1880, his son transferred the family firm to its now famous address, 24 rue du Faubourg Saint-

Honoré, where he expanded into the saddlery business. In 1918, with the advent of the automobile,

the founder’s grandson, Émile Hermès, foresaw the changes to come in transportation. He launched

a line of fine leather goods and luggage with ‘saddle stitching’. The Hermès style was born and soon

extended to include clothing, jewellery, diaries, silk scarves, and other items.

Today, Hermès is active in 16 different sectors including: Leather Goods, Men’s and Women’s Silks,

Men’s and Women’s Ready-to-Wear, Perfumes, Watches, Diaries, Hats, Footwear, Gloves and Belts,

Enamel, Art of Living, Tableware and Jewellery.

International in scope, Hermès has continued to grow while remaining a family firm with a uniquely

creative spirit that blends precision manufacturing with traditional craftsmanship.

Who we are Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International

Headquarters in Paris. We operate with over 260 employees, from our Headquarters in London and

across nine stores within our retail function in cities such as London, Dublin 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.

Our service values and ambitions

Job details

JOB TITLE: Sales & Service Assistant

REPORTS TO: Department Manager

Job mission

To provide excellent customer service to all clients. Assist colleagues with sales in order to support

the turnover of the store. Demonstrate values of the house to all clients and colleagues. Begin to

develop an understanding of the culture and values of the house.

Organisational chart

Key responsibilities

1. Sales & Service

• Contribution to turnover of store through selling.

• Demonstrate warmth and patience in all dealings with our customers, always displaying a

‘can-do’ attitude.

• Begin to deal with customer requests and ensure efficient communication with the client and

relevant colleagues throughout.

• Develop your knowledge of the after sales support processes.

• Be proactive yourself in familiarising yourself with merchandise to enhance product

knowledge.

2. Client

• Ensure strong customer communication during selling ceremony and in after sales.

• Demonstrate active listening skills to discover more about the client and to develop loyalty and

long lasting relations.

• Accurate CRM capture and recording of client data.

3. Standards

• Active participation in store communications such as daily team briefings.

• Demonstrate excellent communication skills – both verbal or written.

• Maintain store standards and become familiar with daily procedures.

• Ensure merchandise is handled with care and consideration.

• Adherence and upholding of House procedures.

• Familiarise yourself with the visual merchandising basics – both front and back of house.

• Carry out regular stock replenishment and organisation of product.

• Become acquainted with all metiers.

4. Training

• Successfully participate in and complete any training provided.

• Share information with colleagues and proactively convey learnings when interacting with

clients.

KPI’s

Service

• Meet ACE index score >80%

• Support in the conversion rate for the store

Measurable Targets

• Sales

• Units sold

• Average transaction

• Cross selling

• UPT

• Hpad usage

• Client creation

• Pre selling

• Reservation

Client Development

• Support the repurchase rate for the store

Competencies

• Demonstrate good team spirit in the workplace.

• Acts as a team player.

• Take initiative.

• Demonstrates warmth and empathy, especially with objections.

• Stays calm when under pressure whilst also being adaptable and versatile.

• Acts as a true ambassador of the House.

• Hold a high level of personal standards.

** Job responsibilities and functions are not limited to the above. We as Hermès employees must

always ensure that all functions of our position are represented with the highest level of

professionalism.

Stock Controller Job Description

Our history Hermès was founded by Thierry Hermès in Paris in 1837, as a house of master harness making. In

1880, his son transferred the family firm to its now famous address, 24 rue du Faubourg Saint-

Honoré, where he expanded into the saddlery business. In 1918, with the advent of the automobile,

the founder’s grandson, Émile Hermès, foresaw the changes to come in transportation. He launched

a line of fine leather goods and luggage with ‘saddle stitching’. The Hermès style was born and soon

extended to include clothing, jewellery, diaries, silk scarves, and other items. Today, Hermès is active in 16 different sectors including: Leather Goods, Men’s and Women’s Silks,

Men’s and Women’s Ready-to-Wear, Perfumes, Watches, Diaries, Hats, Footwear, Gloves and Belts,

Enamel, Art of Living, Tableware and Jewellery.

International in scope, Hermès has continued to grow while remaining a family firm with a uniquely

creative spirit that blends precision manufacturing with traditional craftsmanship.

Who we are

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International

Headquarters in Paris. We operate with over 300 employees, from our Headquarters in London and

across nine stores within our retail function in cities such as London, Dublin 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.

Our service values and ambitions

Job details

JOB TITLE: Stock Controller

REPORTS TO: Stock Manager

Job mission

To effectively and accurately maintain the information on the stock control system and provide

administrative support to the store and head office whilst maintaining the Hermès standards of

excellent customer service, product knowledge, personal presentation and team work.

Organisational chart

Key responsibilities

1. Stock Operations Management and Control

• Day-to-day operations and controls for perfect stock accuracy

- Ensure all stock and stock management systems are managed and maintained

accurately, within the agreed parameters and in a timely manner. This includes

accurately processing deliveries, claims, returns, transfers, special movements,

damaged items, stolen items and loan items using correct systems and following the

policies and procedures. Ensure Stock Manager’s approval is obtained where required.

- Manage the daily replenishment of all storage areas on the salesfloor (products and

packaging).

- Monitor and close expired reservations and reintegrate them into available stock on a

daily basis.

- Assist the Stock Manager in the follow-up and correction of negative stocks daily.

- Ensure that ticketing is accurate and regularly checked (through deliveries and cycle

counts).

• Manage defective/damaged goods

- Follow and maintain the process for management of defective/damaged goods.

Maintain the defined area in the stockroom for these goods.

- Communicate all stock and quality issues with the Stock Manager.

• Stocktakes and cycle counts

- Perform an appropriate preparation of stock takes and cycle counts

- Contribute to scanning and investigation of discrepancies.

- Contribute to producing the final report for Finance department (to be validated by

Store Manager)

- Propose corrective actions to improve future stock takes results (methods, tool,

training…) and reduce shrinkage.

- Help decrease store shrinkage by researching inventory discrepancies and reporting

suspicious activities to the store management.

2. Continuous process improvement and performance follow-up

• Implement an optimised organisation of storage

- Contribute to the definition and implementation of back and front office storage

practices in line with the business needs and internal best practices

- Participate in discussions with representatives of the sales team (+VM for storage on

the shop floor) to propose and perform adjustments and improvements of storage

practices, equipment and distribution

• Stock-related procedures

- Ensure an appropriate implementation of storage rules, stock procedures and best

practices by all team members (5S controls, KPIs follow-up etc.)

- Develop a perfect knowledge and mastery of all stock-related processes and tools: be

able to train and remind other team members on those topics.

3. Coordination and Transversal Management

• Work in constant cooperation with the store team: Stock Manager, sales teams

(improvement / adjustment proposal of storage organization, floor storage replenishment

etc.), Sales & Service Support (eg: receiving of repaired items and Customer Orders)

• Liaise with Head Office: Liaise with Head Office: be in contact with upstream stakeholders

onl matters related to the stock (Warehouse, Retail Operations, Internal Control, Retail

Merchandising).

• Contribute actively to team meetings organised by the Stock Manager and during morning

briefs: report on operational issues and stock related KPIs, propose corrective actions.

• Develop and maintain good and constant communication with the store management.

• Establish and maintain strong relationships with your peers from other stores, including

prompt response to requests.

• Liaise and build relationships with key external service providers (eg. DHL, FedEx).

4. Training

• Successfully participate and complete in any training provided.

• Participate in training others, at the request of the Store Manager or Head Office,

on best practice of stock control which affects the accuracy of the sales and stock data.

5. Health and Safety Security

• Ensure all aisles and fire routes are kept clear and free of stock at all ties. Report any

build-up of rubbish or blockages to a member of store management immediately.

• Ensure the stockrooms meet the H&S regulations and any recommendation following an

audit.

• Ensure that all equipment (trolleys, ladders etc.) are operating efficiently and that any

defect or problem that may affect the day-to-day running of the stockrooms are advised

to the store management.

• Ensure all computers and lights are switched off at the end of the working day and that

the stockrooms are ready for the following day’s activity.

• Follow all security procedures to ensure a high level of security is maintained at all times;

all stockroom doors are kept closed and no unauthorised persons allowed into the

stockrooms unaccompanied.

6. Personal Appearance and Conduct

• Arrive in good time each day, to accommodate for deliveries as well as cycle counts

when required.

• Adhere at all times to the dress code, grooming and conduct guidelines as specified

in the Hermès Staff Handbook.

• Maintain a professional approach and demeanour in keeping with Hermès standards.

• Work effectively and efficiently within the team, sharing ideas and contributing to a

positive morale.

• Respect your team and the customer by being articulate, immaculate, and punctual

at all times.

• Ensure absolute confidentiality of the Company’s commercial activities and internal

affairs at all times.

Performance Indicators • Timely completion of product flows (in and out)

• Stock accuracy:

• Results of annual stock takes and cycle counts (number of discrepancies, Shrinkage rate)

• Level of negative stocks

• Number of reservations expired for more than 1 day

• Quality of replenishment (if applicable): overstock / product shortages

• Quality, clearness and cleanliness of stockroom organization: continuous results of 5S

checks

• Quality of relationships with the team

• Quality of relationships with upstream stakeholders

Competencies • Organised, flexible and reliable

• A solid understanding of inventory related best practice

• Ability to manage multiple tasks through effective prioritisation

• Strong organisational, analytical, self-management and goal-setting skills

• High levels of efficiency and engagement

• Excellent communication skills

• A mind to innovation and change

• Good IT Skills: EPOS system, Microsoft Office, etc

• Good team player with capacity to work autonomously

• Professional with ability to work efficiently and accurately under pressure

• Flexibility and willingness to work late nights, early mornings, weekends and holidays,

when needed

Since this position requires the handling of stock, supplies and materials, it may be physically

demanding. Physical functions will include:

• Ladder climbing

• Lifting up to 50 lb without assistance

• Bending, twisting, reaching, pushing, pulling and performing repetitive motions

• Moving large quantities of stock and equipment

** Job responsibilities and functions are not limited to the above. We as Hermès employees must

always ensure that all functions of our position are represented with the highest level of

professionalism.

JOB DESCRIPTION

The Officina Profumo - Farmaceutica di Santa Maria Novella plants its root back to 1221. 1221 is

the year of Santa Maria Novella conventum foundation: friars had come over Florence to start

conventual activity. This would have later become the deepest root of the apothecarian legacy

that made the Officina Profumo - Farmaceutica di Santa Maria Novella getting, century after

century, to its today’s shape.

SALES ASSOCIATE

OFPSMN is looking for a saleswoman/salesman for our new opening corner in Harrods around

April / May . The selected resource will carry out the following tasks:

▪ Welcoming the customers

▪ Assisted sales according to customer needs or preferences

▪ Cross selling

▪ Product knowledge and communication

▪ Be a Brand Ambassador

▪ Goods assortment

▪ Inform customers about any promotions and new products

▪ Know-how and use of the cash register

▪ Manage customer service issues

▪ Reorganization and cleaning of products and exhibition floors

▪ Know company policies for refunds, exchanges, and returns

▪ Coordinate with management in case of potential safety or maintenance issues Requirements:

• Knowledge of English, medium \ high level (other languages will be considered a plus)

• Predisposition to contact with the public

• Predisposition to teamwork

• Problem solving

• Verbal and written communication skills

• Availability to work even on weekends

• Strong interest in the world of beauty

• Previous experience in work in contact with the public (sales experiences will be a plus)