E-Commerce Associate

HERMÈS CANADA

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 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. At Hermès Canada, 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 in the wider world. 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 Hermès 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:

• Fluently bilingual in English and French is mandatory.

• Retail Operations background with strong attention to detail.

• Open availability to meet business needs including working weekends and evenings.

• Minimum 1 to 2 years relevant experience.

• Excellent communication skills, oral and written.

• Knowledge of luxury retail an asset.

• Additional languages are an asset.

COMPENSATION

• The anticipated hourly rate range for this position is $24 – $32. For final offers, we take into consideration factors such as experience, skills, responsibilities of the position, and internal equity.

VACANCY STATUS: 

• This position is for an existing vacancy