MAIN DUTIES:

The main responsibility under this role is to manage the full spectrum of quality control activities linked to quality alerts and quality recalls communicated by the Group. In addition, he/she will have to oversee all damage, defective and return flows sent back by the stores and the customers. He/She will have to understand the nature of the Hermes product and its compliance to that of the Hermes quality. He/She is responsible to review and investigate the defects and damage of all return flows and to qualify those that are repairable and those that are not. He/She will have to train and communicate to the 3PL on the tolerance of these defects and damages. Lastly, he/she will have to communicate and advise possible remedies concerning these products. 

B2B

Responsible for all quality alerts and quality recalls initiated by the Group.

To work closely with the Aftersales team to ensure that the quality alerts are communicated. To check that all corresponding SKUs in LDC that fall under the quality alert are checked. For quality recall issues, to work closely with Aftersales team to ensure that all storecards are raised. To follow up and coordinate with all stakeholders on the points raised by Central for each quality alert.  To monitor and raise other quality issues that might surface. 

Responsible for the management of all damage, defective and return flows.

Understand the range of Hermes products and the possible reparations possible.  Collaborate closely with the Aftersales team on the range of services we provide.  Communicate with the 3PL vendors on the level of quality expectations.  Define the course of actions for reparable items and the lead time.

B2C

Oversee E-commerce delivery orders and return operations

Understand the full scope of Ecommerce orders, deliveries and returns.  Assist in the optimization and improvement of the deliveries operation process.  Supervise the returns in a timely manner and to provide advise for the team when in doubt. 

After Sales Activities and Support

Reviewing all products that fall under damage, defective and return flows. 

Responsible to assigned an outcome to the products in damage stockroom.  Review the defective products and create store cards for those that are reparable.  For reparable products, to assign them to the assigned repairers.  For non-reparable products, to review the severity of defects/damage and to assign them to the right stockroom following local process.  For products missing parts and accessories, to apply for the parts and replacements from the local or Central Aftersales team.  To close all store cards after the return of the product or on the issuance of the credit note. 

Claims Management

Follow the end-to- end processes of claims. 

Supervise claims from inbound flows (CDC) and from customers (Stores and Ecom) Ensure the identification, update and closure of all claims with the Manager in charge.  Ensure compliance in the handling of all claims by typology.  Management of claim reports and documentation in the tool. 

Training

Training, continuous improvements and reportings.

To perform regular training for the 3PL and to work closely with them on all quality concerns.  Audit the 3PL service provider’s service on the return flows based on the KPIs set.  To progressively formulate reports linked to quality alerts, quality recalls, defective, damage and returns. 

 

PERFORMANCE INDICATORS

Continuous improvement process for quality.  Number of quality alerts and quality recalls per mth/yr.  Number of damaged, defective, and return products sent back by the stores and customers per mth/yr.  Number of products sent for possible reparations for other operations per mth/yr. 

PROFILE

Passionate about retail and luxury. Minimum 6 years of working experience in Aftersales Service and/or Customer Service, preferably in a Retail environment.  Highly organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate. Service and customer-oriented (internal and externa customers), with excellent communication skills.  Willing and able to communicate with clients directly.  Proficient with Excel / IT tools. SAP experience would be a bonus.  Strong collaborative skills with the ability to work effectively with diverse teams.  Language requirements: Fluency in English (written and oral).  For candidates prepared to commute in the West side and in between Jurong and Tuas.  18 months contract role and available to commence from March 2025 onwards.