Coordinator - Logistics eCommerce - Hermes

Position Overview:

In your role as the eCommerce Logistics Coordinator, you are responsible for providing customer service and assistance with eCommerce client inquires to support the NY Corporate eCommerce Department and Client Relations Center (CRC).

Your primary focus will be to provide order statuses for client eCommerce purchases, perform item error research with corresponding dispositions, as well as other internet client inquiries to avoid customer service escalations. You will respond and update internal HOP stakeholders by communicating with them utilizing either email, Microsoft Teams, phone calls, or updates within HOP proprietary software applications. As the Logistics eCommerce Coordinator, you will also communicate any breakdown in protocol or service to the Logistics eCommerce Team and NY Corporate eCommerce Department.

This role handles all company assets, product and material with care and respect to the Hermes brand and is responsible for the daily assigned duties to support HOP's internet sales initiatives and related customer care requirements. All work must be neat, accurate and within procedural guidelines.

This role is based fully onsite in our Dayton, NJ Distribution and Service Center.

The Opportunity:

Support the Logistics eCommerce Team, Retail Store Operations, and Client Relations Center in resolving internet client order escalations by performing the following varied work functions:

• Assist in locating return merchandise for the expedited processing, credit approval, or rejection & return of customer shipments in cooperation with the CRC and Corporate e-COM Teams
• Research order rejections and/or related shipment discrepancies (e.g.: short or over shipments, incorrect shipment item or quantity, damaged or defective items, etcetera) and report your findings through the appropriate application (e.g.: TEAMS IM, Outlook email, Magento Notes or JIRA trouble ticket application)
• Utilize JIRA trouble ticket software application to document with photos & summary an explanation to enable internal stakeholders to provide clients with a status of their escalation or inquiry.
  • The use of the JIRA software will aid in the management, tracking, communication, and resolution of each client inquiry through a standard IST protocol
• Manage and perform approved reshipments to clients of merchandise exchanges or item replacements as approved by IST
• Expedite the processing of client returns and reshipments using courier's proprietary cloud-based software, requiring the manual entry of client address information for the creation of a new shipment label
• Enter transfer shipment requests to facilitate the movement of goods between HOP warehouse locations as approved by the IST
• Perform the cancelation of eCommerce client orders in SCALE as directed by the IST
• Assist IST and HOP Retail Store personnel in the tracking and expedited processing of CASPER transfer shipment statuses thus ensuring the timely receipt, inspection, verification, and put away of goods for reshipment to the appropriate transfer recipient
• Scan fully inspected & processed return merchandise to create a transfer document enabling the physical movement of goods between warehouse locations as well as the final stock put away of return merchandise by the DC staff for resale to future clients
• On an as needed basis, assist the eCommerce Order Processing team with the scanning and invoicing of outbound e-Commerce client orders using SCALE WMS and Magento software applications
• Assist the eCommerce processing area with the scanning of completed pick tickets utilizing Docuware software to enable these documents to be utilized as a POD (proof of delivery) or for research of discrepant client orders
• Participate in the Returns Warehouse Stock Room annual physical inventory under the oversight of HOP Internal Audit
• On a seasonal and as needed basis, assist with the physical inspection and processing of client return orders for credit approval by the Corporate eCommerce Team
• All other duties and special projects as assigned by manager
• This position may require overtime and flexible schedule to meet the needs of the business, including extended holiday hours during designated periods throughout the year

Software Applications:

• SCALE WMS, Magento, Cegid, Microsoft Office Suite & TEAMS, Docuware, JIRA

Supervisory Responsibility:

• NO

Budget Responsibility:

• NO

Decision Making Responsibility:

• NO

About You:

• 1-2 years of experience, including either a hands-on internship or activities in a similar role and/or department
• Minimum educational requirements of a High School Diploma (BS or BA Degree preferred but not required)
• Excellent attention to detail & strong organizational skills
• An active and continuous learner
• Demonstrates a willingness to work with HOP team members in various departments throughout HOP's varied and growing organization
• Ability to work independently with little supervision
• Proven track record of meeting both short- & long-term goals and deadlines
• Displays appropriate level of urgency when addressing and resolving client escalations and actionable customer service requests
• Intermediate to Advanced knowledge of Microsoft Excel software
• Strong written and verbal communication skills

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.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.