Job Title : Customer Care Coordinator - Repairs

Location : Philadelphia Corporate Office

Department : Customer Care

Reports to : Director Customer Care

Job Type : Full Time

Job Level : Associate

Work Schedule : Mon-Fri 8 : 30am 5 : 00pm, 40 hours per week; Overtime as needed; Occasional Overtime & Weekends during Q4 peak season.

Remote Work : No

Work Environment : Manufacturing & Corporate Office

Benefits & Perks : Bonus Eligibility, Healthcare Benefits (Medical, Dental, Vision), Employer paid Short Term Disability, 401(k) with Employer Match, PTO & Sick Time, Employee Merchandise Discount and more!

JOB SUMMARY

The Customer Care Coordinator - Repairs will work with the Senior Repair Coordinator to process incoming servicing requests that include repairs, alterations, and cleanings.

They will work closely with wholesale partners via phone and email. They will ensure timely and accurate processing of jobs by working closely with our workshop.

The ideal candidate will have 1-3 years relevant experience in customer care preferably within the jewelry industry.

DUTIES AND RESPONSIBILITIES

• Provide superior service to our accounts via e-mail and telephone
• Assess incoming jewelry to determine services needed
• Create manufacturing orders for services
• Communicate with customers regarding the alteration and repair of jewelry
• Documenting repair results and data
• Prepare paperwork / systems work for shipment and invoicing
• Ensure all repairs and alterations are shipped on time
• Communicating and working in sync with other employees across department
• Other duties as assigned

JOB / SKILL REQUIREMENTS

• 1-3 years customer service experience required
• High School Diploma required
• Microsoft Office - Outlook, Word, Excel, Access experience required
• Knowledge of jewelry repair and construction, gemstones, diamond, silver, gold preferred
• Experience in Jewelry / luxury goods manufacturing industry a plus
• Experience in NetSuite, FourthShift or similar a plus
• Must be able to work occasional overtime & weekends during Q4 peak season
• Detail oriented, organized, enthusiastic and customer-service focused
• Ability to communicate with customers in a courteous and professional manner

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk / workstation
• Must have finger dexterity, near vision, visualization, arm-hand steadiness, and manual dexterity
• Brief periods of standing with brief periods of bending and and light lifting up to 15lbs
• Must be able to follow safety protocols to ensure personal safety, and safety of coworkers, equipment, and building
• Must be able to access all areas of the facility to determine needs
• Must be able to follow all workplace safety protocols including wearing a face mask for periods of time as required while in the corporate office

WORK ENVIRONMENT : CUSTOMER CARE / VAULT

Jewelry Manufacturing work environment with limited secure access and confined spaces at times. Saturday hours and rotating holidays as needed.

Additional evening overtime hours during peak season. *Schedule and hours subject to change as demand changes.

WORKPLACE SAFETY

LAGOS follows CDC and local recommendations in the best interest of employee safety and business continuity - diligent cleaning, safety protocols, and COVID vaccination requirement (with accommodations).

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Updated September 2022.

Last updated : 2024-05-15