Sales and Service Support Ambassador Stockholm

4 weeks ago

Stockholm, Sweden Hermès Full time

OVERALL MISSION: 

The Sales and Service Support Ambassador is fully responsible for the back-office management and ensures excellence of all customer services (Customer Requests, Reservations, Aftersales, Till Controls). He/She supports the Store in the general administration of the store and optimizes day-to-day operations.

MAIN DUTIES

Back Office Customer Service Management

Management and follow-up of Customer Services Provide high-quality services to customers over email and phone and be responsible for the follow-up for all customer services (customer requests, special and personalized orders, reservations, remote sales, repair requests) by setting up follow-up routines. Be a partner to sales team to optimize and simplify the back-office follow-up of those services Performance follow-up and continuous improvement on Customer Services Be responsible for the business performance of all service-related operations Reservations and Customer Requests: monitor sales conversion rates, stock on hold, average durations and other relevant KPIs Management of store network and call center requests

Store Administration

Store orders Be responsible and supervise the allocation of staff uniforms Organize the supply of office stationeries and coordinate with suppliers Follow-up of general costs

Till Control Management 

Supervise on store opening (till opening, key checks and till closing with sales teams Be responsible for accurate till controls and cash remittances (to the safe, to the conveyor) Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts and forced prices, cancelled sales)

Performance follow-up

KPI OPS follow-up Monitor, analyze and animate KPI OPS  Conversion rate  Stock on Hold Average time for reservations and customer requests Number of reservations expired for more than 1 day

PROFILE

Minimum 3 years of working experience on operations or senior sales position in retail environment Service and customer-oriented (internal and external customers), with excellent communication skills Analytical mindset  Very organized, rigorous, and reliable Proficient with Microsoft Office Suite Language requirements: Swedish and English fluent (written and oral) Able to work on Saturdays 

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