Coordinator – Client Relations Center
Hermès, New York, NY, United States
The Team
The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high‑touch service.
The Opportunity
As the Client Relations Center Coordinator, you will play a key role in shaping the eCommerce department’s strategy, serving as the primary point of contact for both Hermes.com and flagship boutique clients via phone, email and live chat. You will uphold exceptional customer service standards, ensuring an elevated client experience in every interaction.
The CRC Coordinator is based in the E59 New York, NY Corporate Office.
About the Role
Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written
Display and implement product knowledge, while conveying the Hermès style, values, and vision
Follow‑up and resolve all client issues and inquiries in a timely manner
Respond to client voicemails
Place online orders and follow‑up on pending orders
Resolve delivery issues related to e‑Commerce orders
Collaborate with internal partners to ensure resolution and exceed client expectations
Adapt well in a fast‑paced environment, being flexible and resilient while handling all situations with graciousness
Maintain confidentiality and company policies for data protection and security
Adhere to all Hermès policy & procedures relative to role and responsibilities
Uphold high client expectations in every interaction
Offer tailored solutions and recommendations to customers
Maintain a sophisticated and professional tone in all interactions
Possess deep knowledge of luxury goods or services
Address concerns efficiently while maintaining brand integrity
Foster long‑term customer loyalty through exceptional service
All other duties as assigned by supervisor
Supervisory Responsibility
NO
Budget Responsibility
NO
Decision Making Responsibility
NO
About You
Open availability, Monday through Sunday, with flexibility to meet business needs
1–2 years’ experience in a call center or customer service role, including hands‑on internships
Strong verbal and written communication skills
Experience in luxury retail, hospitality, or high‑end customer service
Ability to manage complex requests with professionalism and discretion
Familiarity with CRM systems and call center software
Knowledge of Microsoft Excel and Word
Team‑oriented, assisting peers, mentoring new members, and sharing knowledge
Proactive in identifying potential issues and implementing solutions
Actively seeks feedback for continuous improvement
Ability to exercise sound judgment
Strong multitasking and problem‑solving capabilities
High level of attention to detail to ensure service excellence
Multilingual skills are a plus
The range for this position is $23.43 – $28.64 per hour. 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 Employment Opportunity
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.
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The Client Relations Center (CRC), an essential part of the eCommerce team, plays a vital role in supporting all aspects of the Hermes.com business while ensuring a seamless omnichannel experience. As the voice of the Maison, we provide expert assistance for client inquiries via phone, email, and live chat, working closely with US boutiques to deliver thoughtful, knowledgeable, and high‑touch service.
The Opportunity
As the Client Relations Center Coordinator, you will play a key role in shaping the eCommerce department’s strategy, serving as the primary point of contact for both Hermes.com and flagship boutique clients via phone, email and live chat. You will uphold exceptional customer service standards, ensuring an elevated client experience in every interaction.
The CRC Coordinator is based in the E59 New York, NY Corporate Office.
About the Role
Answer phone, email and live chat inquiries while demonstrating impeccable communication skills, both verbal and written
Display and implement product knowledge, while conveying the Hermès style, values, and vision
Follow‑up and resolve all client issues and inquiries in a timely manner
Respond to client voicemails
Place online orders and follow‑up on pending orders
Resolve delivery issues related to e‑Commerce orders
Collaborate with internal partners to ensure resolution and exceed client expectations
Adapt well in a fast‑paced environment, being flexible and resilient while handling all situations with graciousness
Maintain confidentiality and company policies for data protection and security
Adhere to all Hermès policy & procedures relative to role and responsibilities
Uphold high client expectations in every interaction
Offer tailored solutions and recommendations to customers
Maintain a sophisticated and professional tone in all interactions
Possess deep knowledge of luxury goods or services
Address concerns efficiently while maintaining brand integrity
Foster long‑term customer loyalty through exceptional service
All other duties as assigned by supervisor
Supervisory Responsibility
NO
Budget Responsibility
NO
Decision Making Responsibility
NO
About You
Open availability, Monday through Sunday, with flexibility to meet business needs
1–2 years’ experience in a call center or customer service role, including hands‑on internships
Strong verbal and written communication skills
Experience in luxury retail, hospitality, or high‑end customer service
Ability to manage complex requests with professionalism and discretion
Familiarity with CRM systems and call center software
Knowledge of Microsoft Excel and Word
Team‑oriented, assisting peers, mentoring new members, and sharing knowledge
Proactive in identifying potential issues and implementing solutions
Actively seeks feedback for continuous improvement
Ability to exercise sound judgment
Strong multitasking and problem‑solving capabilities
High level of attention to detail to ensure service excellence
Multilingual skills are a plus
The range for this position is $23.43 – $28.64 per hour. 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 Employment Opportunity
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.
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