Repairs and Returns Coordinator

Job Overview:
We are looking for a proactive and organized Returns and Repairs Coordinator to join our team at a leading diamond jewelry company. The ideal candidate will be responsible for managing returns, overseeing the repair process, and ensuring smooth communication between the company, customers, and external contractors. This person will play a key role in maintaining customer satisfaction by ensuring that all repairs and returns are handled efficiently and professionally.

Key Responsibilities:

• Return Processing: Identify and process returns in our internal order management system. Ensure that all returned items are logged accurately and promptly.
• Internal Quality Control: Coordinate with the internal Quality Control (QC) team to ensure all returned items are inspected and meet company standards before proceeding with any repairs or refurbishments.
• Refurbishment Management: Oversee the refurbishment process for returned products that require restoration. Ensure the items are refurbished to company standards and then added back to stock inventory once completed.
• Customer Communication: Assist customers directly throughout the repair process, notifying them when their jewelry repair is complete and ready for delivery. Ensure customers are fully informed at each stage of the process and that repairs are completed promptly.
• Repair Documentation: Advise customers on all incoming jewelry repairs, documenting key data including item descriptions, conditions, features, and any specific repair needs. Ensure this information is accurately recorded for future reference.
• External Contractor Coordination: Work closely with external contractors who handle specialized repairs. Communicate repair needs clearly and follow up on the status of external repairs to ensure timely and quality completion.
• Timely Processing: Ensure all incoming repairs and returns are processed accurately and efficiently, with a focus on timely turnaround and maintaining high-quality standards.
• Customer Inquiries: Field incoming inquiries from customers via phone and email regarding their repair status, return requests, or general repair questions. Provide exceptional customer service at all times.

Requirements

• Previous experience in returns management, customer service, or a related role, preferably within the jewelry or luxury goods industry.
• Strong organizational skills and the ability to manage multiple tasks and projects simultaneously.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with customers and external contractors.
• Attention to detail and a commitment to maintaining accurate records.
• Familiarity with the jewelry repair process is a plus.

Benefits

• $21.63 to $26.44 per hour depending on experience
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development