Associate - Distribution Services - Hermes

The Team:

The Distribution Services and Traffic team is responsible for coordinating the movement of orders within the organization, ensuring efficient processes and timely delivery. This includes adapting to changes, optimizing workflows, and providing exceptional customer service. Overall, our goal is to support business growth and create a productive environment by ensuring seamless operations and meeting customer commitments.

Our Distribution Services and Traffic team works closely with boutiques to organize their priorities on a daily basis. By effectively managing the flow of products and aligning with boutique needs, we aim to ensure that their orders are processed efficiently and delivered on time. This collaborative approach allows us to meet customer commitments and support overall business growth.

Position Overview:

In your role as a Distribution Service Associate, you are responsible for providing exceptional customer service to both internal and external clients, while demonstrating exemplary compliance with HOP's corporate culture, company policies and operational procedures.

Your primary focus will be to provide order statuses for all client purchases from order inception to the actual receipt of goods at the final delivery destination. The Distribution Service Associate needs to clearly communicate with their assigned clients, as well as anticipate and fully understand the client's needs and expectations. Responses and updates to clients and key internal HOP stakeholders would be conveyed through the utilization of Outlook emails, Microsoft TEAMS messaging, phone calls, or updates within HOP proprietary software applications.

The Distribution Service Associate will be assigned to assist and support one HOP division, however in your role you will be cross trained to assist other HOP divisions as well as fellow Distribution Service Associates when necessary to ensure continuity of service. You will act as a liaison and key point of contact between Dayton's customers and the distribution center team by effectively communicating the necessary client requests and requirements. Any errors, shortfalls in communications or processes based upon the required departmental protocols should be immediately shared with either your immediate manager or the departmental manager.

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 position is onsite in our Dayton, NJ Distribution and Service Center.

The Opportunity:

Logistics Services

• Process incoming order requests from internal and external clients
• Actively offer clients alternative item selections in the event their original item requests are not available or currently out of stock by recommending an appropriate item substitution or add-on
• Process stock orders from vendors as requested by the sales divisions and ensure that all purchase orders are confirmed with an estimated delivery ETA (estimated time of arrival) to achieve a prompt delivery
• Review the daily back-order report to effectively anticipate and communicate the status of client order requests as well as possible delivery delays
• Negotiate order extensions by properly monitoring order start ship and cancel dates, which once confirmed, will require further shipping details and coordination with the Dayton distribution center for a smooth and timely client delivery experience
• Effectively review and correct client order confirmations utilizing EDI software by resolving item number discrepancies, unit mismatches, as well as issues with item style, color, pricing, and purchase quantity issues, thus ensuring order adjustments are found & corrected prior to shipment and effectively communicated to each account
• Responsible for issuing Return Authorizations (RA's) as requested and approved by the appropriate sales division

Administrative Tasks & Reporting

• Prepares Loans and ITS documents for the Dayton warehouse to process as needed
• Perform the daily creation, generation, and review of the following department reports: Merchandise On-Hand, Summary of Open Pick Tickets, Back Order Merchandise, and Open BP Receipts.
• Assist Dayton Management Team upon request with the status of pending inbound Hermes merchandise shipments (BP's) from HOP France to determine the proper prioritization and processing time required for each once received at the Dayton NJ distribution center
• Perform the weekly processing of Cegid replenishment requests

Vendor Compliance

• Knowledge of and willingness to learn all applicable vendor routing guidelines
• Summarize and inform the Dayton shipping department and fellow CSA Team members of any changes or updates to vendor routing guidelines
• Assists with the investigation and provides the necessary back-up documentation for the timely resolution and reversal of vendor chargebacks.

Additional Requirements

• As a back-up to your immediate manager, serve as the secondary customer service contact to address and prioritize urgent needs with the distribution center management team to satisfy internal and external stakeholder requests
• In cooperation with your immediate or departmental manager, proactively communicate and support the HOP retail boutiques to better understand their inbound merchandise shipment requirements to accommodate their space constraints as well as each location's processing limitations for the receipt of goods in the store's back of house storage
• Assist HOP Management by communicating inventory store cutoffs or shipment holds due to physical inventories at the boutiques or in the event of space constraints due to excess inventory on hand at the requesting store locations
• As instructed by your manager, support the Inventory Control Management Team with item inventory discrepancies to facilitate the appropriate reconciliation process, thus ensuring a minimal level of inventory shrinkage

Software Applications

• SCALE WMS, Cegid, Microsoft Office Suite & TEAMS, EDI, HCare, Infocenter

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
• This position requires a flexible schedule to meet the needs of the business, including extended holiday hours during designated periods throughout the year
• All other duties as assigned by their immediate manager or departmental director

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.