GENERAL ROLE 전반적인 포지션 설명

he/she is responsible for the back-office management and consistent excellence of all back office customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and he/she supports the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations. 매장 백오피스 업무 관리 및 백오피스 고객 서비스 (Aftersales, 고객 요청, 예약), 정확한 결제 관리를 담당하며, 매장의 전반적인 어드민 업무를 지원하여 매장이 원활하게 운영되도록 한다.

 

MAJOR RESPONSIBILITIES 주업무:

 

1. Back Office Customer Service Management 백오피스 고객서비스 관리

 

Management and follow-up of Customer Requests and reservations. 고객 요청 제품과 예약 건을 관리하고 후속 조치를 진행  Product search: contacting other stores to request for transfers 제품 검색: 타 매장 연락 및 제품 이동에 대한 요청 진행  Management and follow-up of after-sales process. Aftersales프로세스에 대한 후속조치 및 관리 Manage the full back-office cycle of Hermes Care files for all kinds of aftersales requests (local, to Bobigny, for all kind of products). Hermes Care 시스템에서 진행되는 모든 AS 관련 요청 (국내,외로 발송되는 모든 제품) 및 전반적인 백오피스 업무 관리 Preparing aftersales parcels to be handed over to the stock team for shipping. AS제품을 Stock 팀에 인계하여 발송 Interface with clients to validate quotations and keep them informed on status updates. 견적 전달 및 확정, 진행상황 업데이트를 위해 고객과 커뮤니케이션 진행 Manage and supervise the work of internal leather artisan and/or tailor if any. 수선 내용 및 결과에 대한 장인 혹은 국내 수선 업체의 관리 및 후속조치 진행 Manage services to customers (follow-up in relevant store IT tools, etc.). 고객 서비스와 관련된 IT 기기 업데이트 및 관리  Be a real partner to sales team to optimize and simplify the back-office follow-up of those services.  백오피스 고객서비스 관련 업무 간소화 및 최적화, 효율성 향상을 위한 세일즈팀과의 협업

 

Performance follow-up and continuous improvement on Customer Services. 고객서비스관련 업무의 지속적인 개선 및 후속 조치 Be responsible for the business performance of all service-related operations. 서비스 관련 매장 성과 및 오퍼레이션 업무 관리 Monitor conversion rates and average durations for reservations and customer requests. 구매전환율, 예약 및 고객 요청 처리 평균 소요시간 모니터링 Monitor lead times at each relevant step of the aftersales & repair lifecycle. Aftersales와 수선 각 단계의 처리 소요시간 모니터링 Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store. 고객의 요청 제품(CC)에 대해서 가장 효율적인 방법을 제시하고, 세일즈 직원들이 올바른 방식으로 CC를 활용할 수 있도록 독려 및 관리

 

2. Sales Administration세일즈 사무 지원

Review daily sales and monthly sales and check sales trend & specific changes. Daily Sales 및 Monthly sales 리뷰 및 특이사항과 판매 동향 체크 Update My store control system. My store control 시스템 업데이트  Update sales status of each SA and CRM events and data. 직원 별 세일즈 현황 및 매장 내 CRM 이벤트와 자료 업데이트  Review daily tax-free documents, customer information card and check monthly closing일자별 Tax-free. 서류, 고객 정보 카드 리뷰 및 월 마감 체크

 

3. Internal Control and procedures 내부 규정 및 절차 관리

 

Till controls 결제 관리   Be responsible for accurate till controls. 정확한 결제 관리 담당 Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales). 내부 시스템을 통한 결제 오퍼레이션과 관련된 리포트 리뷰와 특이 사항 체크 (할인, 가격조정, 구매 취소) Stock Controls 재고 관리 지원 Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies 마이너스 재고 또는 재고 차이의 정정 및 리뷰가 필요할 때 재고관리팀 지원 Compliance and knowledge on internal procedures 내부 규정 및 절차 숙지 및 준수 Manage the store archiving for relevant documents, following the local and Group internal control rules. 국내 및 그룹 내부 규정 및 절차에 따른 매장 내 서류 보관 관리 Support sales teams towards a perfectly accurate use of their digital tools (H-Pad) and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue. 서비스 프로세스 관련 담당 및 디지털 기기(H-Pad)의 정확한 사용을 위한 세일즈 직원 지원: 프로세스와 기기에 대한 신입사원 교육, 새로운 기능, 절차, 또한 이슈가 있을 시 안내 및 지원  Be responsible for the application of procedures related to internal control and health & safety. 내부 감사 기준, 보건과 안전과 관련된 절차를 매장 내 적용

 

4. Store Administration 매장 사무 지원 업무

 

HR & Store Team Administration. 매장 사무 지원 및 인사 관리 Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc. 플로어의 세일즈 효율성 향상을 위한 월별 휴무 계획서 작성 및 스케줄 조정, 연장근로, 연차, 병가, 공가 등 관리 Be responsible for part timer hiring process and payment. 매장 내 파트타이머 채용 절차 및 비용 관리 Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc. 매장 내 오퍼레이션에 대한 유관 부서와의 소통을 포함한 내부 커뮤니케이션 담당: 정보 안내, 공지, 조직도 및 연락처 업데이트 등   Store orders 매장 구매 지원 Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms. 유니폼 주문과 배분 관리: 피팅, 주문, 배송, 수선, 세탁, 여유분 보유 등 Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing. 각종 사무 비품, 식음료, 기기 주문, 배송, 경비 처리 관리 Follow-up general costs. 매장 경비 관리 Maintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager). 매장 보안 및 유지보수 관리 지원 (매장 별 상황에 따라 해당 업무는 재고관리 팀이 담당할 수 있음) Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality. 매장 유지 보수 관리 지원 (조명, 미화, 출입 통제, 보안):  품질관리와 적재적소에 개입 및 조정을 위해 외부 업체, 본사와 협업 Manage internal and external security agents. 내, 외부 보안 가드 관리 Manage and coordinate with external agencies all operations related. 기타 오퍼레이션과 관련된 외부업체 관리 및 지원 Support events planned by store or company level when needed. 매장 및 본사 행사 지원 

 

PERFORMANCE INDICATORS 업무 평가 기준: 

 

Relevant Service-related KPIs (lead times, turnover generated from services, conversion rates etc.). 서비스 관련 KPIs (처리 소요 시간, 서비스로부터 발생된 매출, 구매전환율 등) Individual contribution to the efficiency and quality of store administration / operations. 매장 사무 지원 및 오퍼레이션 업무의 품질 및 효율성 향상에 대한 기여도 Quality of relationship and partnership with the sales team and the stock team. 세일즈팀과 재고관리팀과의 관계와 협업의 질 Quality of relationships with customers. 고객과의 관계

 

REQUIREMENTS & CAPABILITIES 자격요건:

 

Passionate about retail and luxury 리테일업계와 하이엔드브랜드에 대한 열정 Significant previous experience in administrative / operations position, preferably in Retail environment 어드민 또는 오퍼레이션 업무 경력, 리테일 업계 경력 우대 Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate 체계적이며, 철저하고 신뢰할 수 있으며, 업무를 예측하며 독립적으로 처리할 수 있는 능력 Service- and customer-oriented (internal and externa customers), with excellent communication skills  Proficient with Excel / IT tools 엑셀 및 IT 기기 사용에 능숙 Team player with strong communications skills 뛰어난 커뮤니케이션 스킬을 가진 팀플레이어 Language requirements: fluency in Korean is mandatory유창한 한국어 능력 필수