Quality Animation Supervisor, HSR (Contract)

Description

MAIN DUTIES:

The main responsibility under this role is to manage the full spectrum of quality control activities linked to quality alerts and quality recalls communicated by the Group. In addition, he/she will have to oversee all damage, defective and return flows sent back by the stores and the customers. He/She will have to understand the nature of the Hermes product and its compliance to that of the Hermes quality. He/She is responsible to review and investigate the defects and damage of all return flows and to qualify those that are repairable and those that are not. He/She will have to train and communicate to the 3PL on the tolerance of these defects and damages. Lastly, he/she will have to communicate and advise possible remedies concerning these products.

B2B

Responsible for all quality alerts and quality recalls initiated by the Group.

• To work closely with the Aftersales team to ensure that the quality alerts are communicated.
• To check that all corresponding SKUs in LDC that fall under the quality alert are checked.
• For quality recall issues, to work closely with Aftersales team to ensure that all storecards are raised.
• To follow up and coordinate with all stakeholders on the points raised by Central for each quality alert.
• To monitor and raise other quality issues that might surface.

Responsible for the management of all damage, defective and return flows.

• Understand the range of Hermes products and the possible reparations possible.
• Collaborate closely with the Aftersales team on the range of services we provide.
• Communicate with the 3PL vendors on the level of quality expectations.
• Define the course of actions for reparable items and the lead time.

B2C

Oversee E-commerce delivery orders and return operations

• Understand the full scope of Ecommerce orders, deliveries and returns.
• Assist in the optimization and improvement of the deliveries operation process.
• Supervise the returns in a timely manner and to provide advise for the team when in doubt.

After Sales Activities and Support

Reviewing all products that fall under damage, defective and return flows.

• Responsible to assigned an outcome to the products in damage stockroom.
• Review the defective products and create store cards for those that are reparable.
• For reparable products, to assign them to the assigned repairers.
• For non-reparable products, to review the severity of defects/damage and to assign them to the right stockroom following local process.
• For products missing parts and accessories, to apply for the parts and replacements from the local or Central Aftersales team.
• To close all store cards after the return of the product or on the issuance of the credit note.

Claims Management

Follow the end-to- end processes of claims.

• Supervise claims from inbound flows (CDC) and from customers (Stores and Ecom)
• Ensure the identification, update and closure of all claims with the Manager in charge.
• Ensure compliance in the handling of all claims by typology.
• Management of claim reports and documentation in the tool.

Training

Training, continuous improvements and reportings.

• To perform regular training for the 3PL and to work closely with them on all quality concerns.
• Audit the 3PL service provider’s service on the return flows based on the KPIs set.
• To progressively formulate reports linked to quality alerts, quality recalls, defective, damage and returns.

PERFORMANCE INDICATORS

• Continuous improvement process for quality.
• Number of quality alerts and quality recalls per mth/yr.
• Number of damaged, defective, and return products sent back by the stores and customers per mth/yr.
• Number of products sent for possible reparations for other operations per mth/yr.

PROFILE

• Passionate about retail and luxury.
• Minimum 6 years of working experience in Aftersales Service and/or Customer Service, preferably in a Retail environment.
• Highly organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate.
• Service and customer-oriented (internal and externa customers), with excellent communication skills.
• Willing and able to communicate with clients directly.
• Proficient with Excel / IT tools.
• SAP experience would be a bonus.
• Strong collaborative skills with the ability to work effectively with diverse teams.
• Language requirements: Fluency in English (written and oral).
• For candidates prepared to commute in the West side and in between Jurong and Tuas.
• 18 months contract role and available to commence from March 2025 onwards.