eCommerce Client Relations Intern - Generation H (Summer Semester) - Hermes

The Team:

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services, operational tasks and responsibilities, and reporting needs.

The Opportunity:

As the eCommerce Client Relations Intern, you will support the Hermes.com team with operational, customer service, and training responsibilities. You will gain valuable experience through executing back-office operations for eCommerce Customer Service and assisting with important day-to-day functions.

The Internship:

For more than 185 years, Hermès has encouraged a culture of discovery for our clients and our people. We invite you to contribute to this legacy while exploring your own professional future. Discover new opportunities and expand your passions with the Hermès US internship program, Generation H!

As part of Generation H , you will have the opportunity to join Hermès and gain real-world, professional experience as a complement to your academic studies. In addition to the work you will provide within your specific team, you will also attend a learning-focused guest-speaker series that will provide you with exposure to various teams throughout the company; partner with a mentor who will provide feedback and coaching to support your professional skills development; network with stakeholders; and collaborate on a capstone Generation H project.

The internship is scheduled to start on June 3, 2024 - August 9, 2024 and will be Full-Time, 5 days per week.

All internships are in-person (non-remote) and based in the Hermès US corporate headquarters located at 55 East 59th Street in New York City. Interns are paid an hourly rate of US $20.00. A Full-Time Internship will be scheduled for 37.5 hours per week, and Part-Time will be scheduled for more than 15 hours but less than 35 hours per week.

About the Role:

• Assist with web-to-shop order paperwork and maintenance of boutique return/exchange tracking
• Extract KPIs and statistics to support team Managers and Specialists with reporting analysis
• Support with delivery of important information through communications across various platforms
• Compile documentation for FedEx claim emails to correct inventory
• Support the Client Relations team with the processing of refunds and exchanges
• Follow up on tickets requiring action for pending returns, after sales issues, etc.
• Assist with Hermes.com customer service needs including thorough research for escalation resolution in addition to weekly analysis of client interaction trends
• Perform internal quality assurance checks and competitive analysis with other luxury contact centers to identify training opportunities and share feedback with direct Manager
• Aid Training team in scheduling educational events and crafting additional learning materials as needed
• Brainstorm, develop, and deliver individual projects aligned with personal passions, desired professional development, and enhancing existing business practices
• Execute all other duties assigned by Manager

Supervisory Responsibility:

• NO

Budget Responsibility:

• NO

Decision Making Responsibility:

• NO

About You:

• Previous Operations and/or Customer Service experience helpful
• Excellent written and verbal skills; polite and professional phone manner
• Proven ability to multitask
• High level of attention to detail
• Solid knowledge of Microsoft Office & PowerPoint

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.

Company Overview:

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that's at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films "Footsteps Across the World" available on our website. Link here .

Our Commitment:

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris 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. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.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.