eCommerce Manager Delivery Claims & Incidents
Join, New York, NY, United States
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 eCommerce Manager – Delivery Claims and Incidents, you will work closely with internal and external business partners to maintain and improve all day-to-day processes including delivery claims and order incident resolutions. You will stay informed of all evolving delivery trends within our business as well as within the industry and help support training our team and the Client Relations Center team. Developing a strong relationship with our delivery carrier and our distribution center will be critical in problem solving and achieving resolutions. As a manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.
About the Role
Oversee delivery claim submissions and decisions to ensure we are maintaining an exceptional client experience while monitoring business decisions
Explore opportunities to automate manual processes in tracking and monitoring cases
Responsible for reports on delivery claims and incidents and implementing necessary changes and adjustments to protect the business.
Support with manual order review and communicate on unusual shopping patterns and risk of fraud. Develop a strong understanding of the Riskified fraud tool and work closely with our order review and fraud team.
Manage omnichannel order statuses and oversee weekly updates to our partner store teams to ensure that all orders are properly accounted for. Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team.
Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards.
Understand all areas of the post-sale experience including after sales, returns, delivery claims, and incidents. Help the team execute reporting and analyzing the results of these areas to ensure service levels are maintained and that we continue to exceed client expectations.
Additional responsibilities may arise due to the needs of our business quickly evolving and shifting
Supervisory Responsibility
Supervisory experience is required
Budget Responsibility
YES
Decision Making Responsibility
YES
About You
BA or equivalent, preferred
Weekend hours required throughout the year, as needed
Minimum of 3-5 years in a similar role and environment, preferred
Previous people management experience required
Proficient in Microsoft Office Suite; Advanced Excel Training
Adept at project management with strong ability to handle complex projects simultaneously
Demonstrated ability to work cross-functionally
Excellent written, verbal, and interpersonal skills
Passion for gracious leadership and mentorship
The range for this position is $88,746.00 - $99,839.00 annually. Actual rates are determined on the job, location, and individual experience.
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.
Benefits
Commission and bonus incentives based on sales performance
Medical, Dental, Vision
Life Insurance and Disability
Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
Paid Parental leave and transition time
401(k) and Roth Retirement plan with company matching and profit sharing
Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
Product discount and EAP resources
Access to Calm App, Health Advocate, Family Building Support and more!
Equal Opportunity Employment
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.
We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com. Please do not submit resumes or applications to this email address.
#J-18808-Ljbffr
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 eCommerce Manager – Delivery Claims and Incidents, you will work closely with internal and external business partners to maintain and improve all day-to-day processes including delivery claims and order incident resolutions. You will stay informed of all evolving delivery trends within our business as well as within the industry and help support training our team and the Client Relations Center team. Developing a strong relationship with our delivery carrier and our distribution center will be critical in problem solving and achieving resolutions. As a manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.
About the Role
Oversee delivery claim submissions and decisions to ensure we are maintaining an exceptional client experience while monitoring business decisions
Explore opportunities to automate manual processes in tracking and monitoring cases
Responsible for reports on delivery claims and incidents and implementing necessary changes and adjustments to protect the business.
Support with manual order review and communicate on unusual shopping patterns and risk of fraud. Develop a strong understanding of the Riskified fraud tool and work closely with our order review and fraud team.
Manage omnichannel order statuses and oversee weekly updates to our partner store teams to ensure that all orders are properly accounted for. Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team.
Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards.
Understand all areas of the post-sale experience including after sales, returns, delivery claims, and incidents. Help the team execute reporting and analyzing the results of these areas to ensure service levels are maintained and that we continue to exceed client expectations.
Additional responsibilities may arise due to the needs of our business quickly evolving and shifting
Supervisory Responsibility
Supervisory experience is required
Budget Responsibility
YES
Decision Making Responsibility
YES
About You
BA or equivalent, preferred
Weekend hours required throughout the year, as needed
Minimum of 3-5 years in a similar role and environment, preferred
Previous people management experience required
Proficient in Microsoft Office Suite; Advanced Excel Training
Adept at project management with strong ability to handle complex projects simultaneously
Demonstrated ability to work cross-functionally
Excellent written, verbal, and interpersonal skills
Passion for gracious leadership and mentorship
The range for this position is $88,746.00 - $99,839.00 annually. Actual rates are determined on the job, location, and individual experience.
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.
Benefits
Commission and bonus incentives based on sales performance
Medical, Dental, Vision
Life Insurance and Disability
Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
Paid Parental leave and transition time
401(k) and Roth Retirement plan with company matching and profit sharing
Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
Product discount and EAP resources
Access to Calm App, Health Advocate, Family Building Support and more!
Equal Opportunity Employment
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.
We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com. Please do not submit resumes or applications to this email address.
#J-18808-Ljbffr