Management and follow-up of Customer Requests and reservations

• Product search: contacting other stores to request for transfers
• Customer contact: updates on the customer’s requests

Management and follow-up of after-sales process

• Manage the full back-office cycle of Hermes Care files for all kinds of aftersales requests (local, warehouse in France, for all kind of products),
• Preparing aftersales parcels to be handed over to the stock team for shipping
• Interface with clients to validate quotations and keep them informed on status updates
• Note: product collection from the customer and remittance to the customer is done by sales teams

Remote Sales / Phone Orders Management:

• Product collection and isolation (in case of deferred shipment request)
• Sales registration, following the procedure defined locally

Service Performance monitoring:

• Responsible for the performance of all operations-related services
• Follows up KPIs and reports on a regular basis on the following services such as:
  • Reservations: number of pending Reservations and available orders, average age (for instance, by salesperson and / or by métier), related potential turnover, conversion rate on the last month
  • Customer requests: number of customer Requests created per week (for instance, by salesperson and / or by métier), success rate of product searches
  • Aftersales: number of requests registered/closed by week / month and related turnover, number of pending files etc.

• Client communication : complaint management (emails, letters

Till controls

• Conduct regular random check on till opening to ensure procedures adhere to SOP
• Be responsible for cash remittance (to the safe) Propose to handle by Supervisor/SSAs as Cisco will collect from 3 Stores.
• Review and comment, when necessary, on till-related reports in the dedicated tool

• Assist the stock team in reviewing and correcting negative stocks

• Manage the store archiving for relevant documents, following the local and Group internal control rules

• Be the store’s key user and trainer on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue

Stock Supervisor and Stock Team

• To ensure the Stock Supervisor and Stock Team operate efficiently, accurately and in alignment with Store Commercial goals.
• Support should be both operational and strategic, focusing on enabling smooth stock flow, minimizing errors and enhancing cross-team communication.

Strengthen Daily Operations

• Coordinate Stock Flow – Ensure smooth receiving, checking and processing of inbound good.
• Monitor Stockroom Discipline – Coach the team on proper labelling, zoning and perform regular spot checks to maintain accuracy and compliance
• Support Store Floor Replenishment – To oversee replenishment frequently followed up by Stock team and ensure the floor is never under-stocked.
• Drive Stock Accuracy – To support Stock Team supervise cycle counts to ensure accuracy and compliance. Review discrepancies with the Stock team and address root causes quickly.
• Support People Management – Provide recognition for strong performance and improvement.
  

HR & Team Administration

• Prepare and manage the staff roster/planning (leaves, overtime etc.)
• Follow-up and consolidate overtime, paid leave, sick leave, accident, and plan medical examinations
• Internal communication: information dispatch, notes, update organization chart, contact list

Store orders

• Manage staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
• Follow-up general costs and control the cost on office stationery, drinks, and food by Warehouse team.