eCommerce Manager Delivery Claims & Incidents

Hermès • New York, NY

2d

About The Position

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.

Requirements

• 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

Responsibilities

• 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

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level