Hermès
Supervisor - Client Relations Center
Hermès
Beverly Hills, CA
$66,560 - $77,653 annually
Job Overview
The Client Relations Center (CRC) is an essential part of Hermès eCommerce, delivering high‑touch, omnichannel support to all Hermes.com customers. As a CRC Supervisor, you will lead a front‑line team of coordinators, overseeing daily operations, ensuring quality service, and acting as a key partner in building a client‑first culture. Responsibilities
Supervise day‑to‑day contact volume across all channels (phone, email, chat), ensuring timely and accurate resolution of inquiries. Lead by example, providing hands‑on support to clients and guiding the team through escalated or sensitive situations. Deliver regular Quality Assurance of emails and calls to uphold brand standards and identify coaching opportunities. Review data to identify performance trends, client pain points, and areas for optimization. Foster a culture of curiosity, ownership, and commitment to excellence through continuous improvement. Partner with Training and eCommerce teams to enhance product knowledge, omnichannel processes, and service excellence. Provide real‑time coaching and contribute to team trainings and quarterly team meetings. Monitor daily/weekly/monthly team performance, KPI dashboards and workflow compliance. Jump into the queue when needed and assist with special projects or operational priorities. Take part in hiring, onboarding, and mentoring new team members. Flexible weekend availability required to meet business needs. All other duties assigned by leadership. Qualifications
Minimum 3 years of client service or contact center experience required, preferably in a luxury or high‑touch setting. Proven ability to guide others, exercise sound judgment and prioritize effectively in a fast‑paced environment. Excellent verbal and written communication skills. Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.). Collaborative spirit and strong work ethic; thrives in a dynamic, team‑oriented culture. Knowledge of French is a plus. Benefits Overview
Commission and bonus incentives based on sales performance. Medical, Dental, Vision. Life Insurance and Disability. Paid time off (15 vacation days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time). Paid parental leave and transition time. 401(k) and Roth retirement plan with company matching and profit sharing. Various voluntary benefits (e.g., flexible spending accounts, fitness reimbursement, voluntary life insurance). Product discount and EAP resources. Access to Calm App, Health Advocate, Family Building Support, and more! Legal – Equal Employment Opportunity & Data Privacy
Hermès is committed to equal employment opportunity for all employees and applicants. We collect personal information (PI) from you in connection with your application for employment with Hermès, including identifiers, personal records, commercial information, professional or employment information, non‑public education records, and inferences drawn from your PI. We collect your PI to perform services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com. Please do not submit resumes or applications to this email address. “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’entrepreneuriat 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.
#J-18808-Ljbffr
The Client Relations Center (CRC) is an essential part of Hermès eCommerce, delivering high‑touch, omnichannel support to all Hermes.com customers. As a CRC Supervisor, you will lead a front‑line team of coordinators, overseeing daily operations, ensuring quality service, and acting as a key partner in building a client‑first culture. Responsibilities
Supervise day‑to‑day contact volume across all channels (phone, email, chat), ensuring timely and accurate resolution of inquiries. Lead by example, providing hands‑on support to clients and guiding the team through escalated or sensitive situations. Deliver regular Quality Assurance of emails and calls to uphold brand standards and identify coaching opportunities. Review data to identify performance trends, client pain points, and areas for optimization. Foster a culture of curiosity, ownership, and commitment to excellence through continuous improvement. Partner with Training and eCommerce teams to enhance product knowledge, omnichannel processes, and service excellence. Provide real‑time coaching and contribute to team trainings and quarterly team meetings. Monitor daily/weekly/monthly team performance, KPI dashboards and workflow compliance. Jump into the queue when needed and assist with special projects or operational priorities. Take part in hiring, onboarding, and mentoring new team members. Flexible weekend availability required to meet business needs. All other duties assigned by leadership. Qualifications
Minimum 3 years of client service or contact center experience required, preferably in a luxury or high‑touch setting. Proven ability to guide others, exercise sound judgment and prioritize effectively in a fast‑paced environment. Excellent verbal and written communication skills. Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.). Collaborative spirit and strong work ethic; thrives in a dynamic, team‑oriented culture. Knowledge of French is a plus. Benefits Overview
Commission and bonus incentives based on sales performance. Medical, Dental, Vision. Life Insurance and Disability. Paid time off (15 vacation days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time). Paid parental leave and transition time. 401(k) and Roth retirement plan with company matching and profit sharing. Various voluntary benefits (e.g., flexible spending accounts, fitness reimbursement, voluntary life insurance). Product discount and EAP resources. Access to Calm App, Health Advocate, Family Building Support, and more! Legal – Equal Employment Opportunity & Data Privacy
Hermès is committed to equal employment opportunity for all employees and applicants. We collect personal information (PI) from you in connection with your application for employment with Hermès, including identifiers, personal records, commercial information, professional or employment information, non‑public education records, and inferences drawn from your PI. We collect your PI to perform services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com. Please do not submit resumes or applications to this email address. “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’entrepreneuriat 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.
#J-18808-Ljbffr