Coordinator - Client Relations Center

The Team

The Client Relations Center is a core function within the eCommerce organization, supporting the full Hermes.com experience and helping ensure customers receive a smooth omnichannel journey. Acting as the Maison’s voice, the team assists clients through phone, email, and live chat, and partners with U.S. boutiques to deliver attentive, informed, and premium service.

The Opportunity

In this role, you will help shape eCommerce strategy while serving as the main contact for Hermes.com and flagship boutique clients across phone, email, and live chat. Your focus will be to maintain exceptional service standards and create an elevated experience in every interaction.

This position is based in the E59 New York, NY Corporate Office.

Key Responsibilities

• Handle customer questions and requests through phone, email, and live chat with polished verbal and written communication.
• Apply strong product knowledge while communicating the Hermès style, values, and vision.
• Track down, address, and close client issues and inquiries promptly.
• Return client voicemail messages and ensure follow-up is completed.
• Process online orders and monitor pending orders through to completion.
• Troubleshoot and resolve delivery concerns tied to eCommerce purchases.
• Work with internal teams to reach quick resolutions and surpass customer expectations.
• Stay composed and adaptable in a fast-moving setting, responding with professionalism and grace.
• Protect confidential information and follow company data security requirements.
• Comply with all Hermès policies and procedures linked to the role.
• Consistently deliver a high standard of service that matches client expectations.
• Provide customized guidance and product or service recommendations.
• Maintain a refined, professional tone in all customer interactions.
• Demonstrate strong familiarity with luxury products and services.
• Resolve customer concerns efficiently while safeguarding brand standards.
• Build loyalty through consistently exceptional client care.
• Take on other tasks assigned by the supervisor as needed.

Supervisory, Budget, and Decision-Making Scope

• No supervisory responsibility.
• No budget responsibility.
• No decision-making responsibility.

About You

• You can work any day from Monday through Sunday and remain flexible based on business requirements.
• You bring 1–2 years of experience in a call center or customer service environment, and internships with hands-on experience count toward this requirement.
• You communicate clearly and effectively in both spoken and written formats.
• You have exposure to luxury retail, hospitality, or another premium service setting.
• You are comfortable managing sensitive or complex requests with tact and discretion.
• You know how to work with CRM platforms and call center tools.
• You can use Microsoft Excel and Word.
• You work well in a team, support colleagues, help onboard new teammates, and share knowledge freely.
• You proactively spot issues and work toward practical solutions.
• You welcome feedback and use it to keep improving.
• You use good judgment when handling client situations.
• You can juggle multiple tasks while solving problems effectively.
• You pay close attention to details and care deeply about service quality.
• Multilingual ability is considered an advantage.

Compensation and Benefits

The pay range for this role is $23.43 to $28.64 per hour, with the final rate depending on the job, location, and the candidate’s experience.

• Commission and bonus incentives tied to sales results.
• Medical, dental, and vision coverage.
• Life insurance and disability coverage.
• Paid time off, including 15 vacation days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick and safe time.
• Paid parental leave and transition time.
• 401(k) and Roth retirement plans with company match and profit sharing.
• Optional benefits such as flexible spending accounts, fitness reimbursement, and voluntary life insurance.
• Product discount and employee assistance program resources.
• Access to Calm App, Health Advocate, Family Building Support, and additional resources.

Company Overview

Founded in 1837, Hermès is built on an artisan model and humanist values. The company places people at the center of its work and aims to create a positive impact through exceptional craftsmanship, beautiful materials, and objects designed to last. As an independent, family-owned business, Hermès keeps production in France through 42 workshops and operates a global network of 310 stores across 49 countries. The company employs more than 15,000 people worldwide, including over 6,000 craftspeople, and continues a long tradition of creativity, innovation, and excellence.

Hermès also emphasizes sustainable development and corporate social responsibility, guided by values rooted in respect for people, resources, authenticity, and long-term stewardship. The company seeks to leave a positive footprint and supports progress through responsible practices.

Our Commitment

Hermès of Paris aims to be a Maison for all, with a workplace that supports diversity, inclusion, and family values. The company seeks a workforce made up of people with different backgrounds, skills, and perspectives, and it promotes equality, individuality, and fairness so team members can thrive as their authentic selves.

Hermès of Paris is an equal opportunity employer. Hiring and advancement decisions are based on merit, ability, performance, experience, and qualifications, without unlawful discrimination. Reasonable accommodations are available for qualified individuals with disabilities in line with applicable law.

Privacy Notice

Personal information collected in connection with an application may include identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from that information. This data is used for employment-related processing and operations. Questions about privacy can be directed to [email protected]. Do not send resumes or applications to that email address.

Additional Company Information

Hermès describes itself as a creator, artisan, and seller of high-quality objects since 1837. It remains an independent, family-owned French house with nearly 25,185 employees worldwide. The company operates with a strong entrepreneurial spirit, high standards, responsible management, and a commitment to preserving exceptional know-how. Sixteen artisanal métiers contribute to the house’s creativity, and its collections are shown in more than 300 stores worldwide.