After Sales Service Associate, Palo Alto

The Team

The Team: The Hermès Palo Alto Boutique opened in 2018 and focuses on providing extraordinary service to clients as a part of the Western Region. This position will report to the Operations Manager and will work collaboratively with the sales team and selling support teams to support the client experience in a fast‑paced, luxury environment.

The Opportunity: The After Sales Service Associate within the After Sales Service Department is responsible for receiving and overseeing Hermès customer‑owned merchandise (COM) across all métiers. In this role, you will provide exceptional after sales service by analyzing products, identifying the repair need and possibilities, and orchestrating all elements related to the after sales process, including the appropriate repair process, lead times, cost associated, tracking, follow up with craft shops and métiers in Paris, vendors, and clients, and closure of final delivery of repairs.

This role will serve to consistently provide a high level of service to the client and streamline processes, acting as liaison between client, Craftspeople, vendors, and Paris After Sales. All other duties as assigned by the supervisor.

• Taking in repairs and identifying what repairs need to and can be done to the item within Hermès group guidelines
• Work with clients one‑on‑one to identify what repairs need to and can be done to the item. Explain the process, timeline, costs, and review of the overall condition of item with the client at drop off
• Proper and clear completion of COM repair form including contact information, pricing, repair lead time, process and pick up procedures are all properly explained and noted
• Consistent follow up with clients on status of their repairs, throughout the repair process. Follow up includes email or phone based on client’s preference
• Answer phone and email requests from clients in a timely manner, ensuring the highest level of client service is provided in each interaction
• Properly log and process repairs with information from COM forms and photographs of products using the existing Excel and After Sales Service systems where applicable
• Examine product and ensure that repair was properly completed, and that product is clean and presentable for return to client
• Process repair transactions at POS to collect client payment and liaison with back of house team if the process is not followed
• Follow up with client post‑repair pick up to ensure client satisfaction
• Adheres to company compliance and security procedures throughout the After Sales process
• Partner with sales team to direct clients to After Sales area and ensure proper procedures are respected
• Consistent participation in product training to enhance product knowledge including morning meetings, Paris trainings, and tools within Porte
• Shipping via Fed Ex and messenger service to clients and local vendors. Packing COM according to company standards and product requirements. Prepare packing list for items to be sent to the Distribution Service Center or other Boutique locations
• Communicate any quality issues or repeatedly received products for repair with After Sales Service Manager for Hermès
• Provide coverage in Boutique location if scheduled primarily in workshop, as applicable

YES - Ability to identify when to refuse a repair due to condition, extensive wear and tear, or potential counterfeit merchandise. Communicate to management team as needed on challenging or difficult circumstances.

• 0–3+ years of related experience in after sales, in a luxury, manufacturing, or technical product environment preferred
• Keen interest in product and quality
• Strong computer skills including proficiency in Microsoft Office
• Flexibility and adaptability
• Client Service experience
• Excellent communication skills, both written and verbal
• Ability to handle difficult situations with grace, composure, diplomacy, tact, and discretion
• Accuracy and attention to details
• Knowledge of French language a plus, but not required
• Ability to lift between 0–25 lbs without assistance

The hourly range for this position is $24.56 to $27.14 per hour. Actual rates are determined…