Operations Support

The Operations Support Associate is a cross‑functional store‑based role responsible for executing customer‑facing and operational processes that remain local to the store. This role supports daily store operations by managing customer interactions, repairs, order and fulfillment activities, inventory handling, administrative tasks, and brand standards.

The Operations Support Associate ensures operational accuracy, brand consistency, and compliance with company procedures while partnering with Store Leadership and Central Operations to deliver reliable, efficient, and high‑quality customer experience.

Essential Job Responsibilities

Customer Experience & Store Support:

• Deliver a consistent, high‑quality in‑store customer experience aligned with company service standards
• Greet and assist walk‑in customers in a professional and welcoming manner
• Answer incoming customer calls and direct inquiries appropriately
• Support customers with merchandise pickups, service questions, and general store needs
• Maintain a clean, organized, and brand‑aligned front‑of‑house environment

Repair Intake & Customer Service Execution:

• Receive and document all customer jewelry requiring repair
• Verify item details, condition, warranty status, and required services
• Complete accurate and thorough repair intake forms, pictures and notes
• Communicate repair expectations, timelines, and status updates using approved systems
• Track repair progress to ensure timely completion
• Safeguard customer items through proper handling, storage, and chain‑of‑custody procedures
• Perform quality checks prior to repair release to ensure company standards are met

Order & Fulfillment Execution:

• Execute Buy Online Pick Up In Store (BOPIS) and Buy Online Ship to Store (BOSS) fulfillment processes
• Support layaway, repair, and special order execution at the store level
• Perform quality control checks on merchandise and validate order accuracy
• Receive stock and memo inventory created by Central Operations
• Ensure proper documentation, system updates, and store handling of all inventory received

Inventory & Asset Stewardship:

• Perform physical inventory counts and support inventory audits
• Complete daily inventory tracking and reconciliation activities
• Support warranty management and documentation processes
• Maintain organized shop and inventory storage areas
• Assist with ongoing inventory maintenance and shop organization
• Remove donation merchandise from inventory in accordance with company procedures

Administrative & Operational Support:

• Complete store‑level administrative tasks required for daily operations
• Maintain accurate logs, reports, and operational documentation
• Order office supplies and branded materials as needed
• Support store‑level expense awareness and limited, approved purchasing
• Follow established SOPs, operational controls, and documentation standards

Brand & Business Support:

• Support store‑level brand initiatives and approved in‑store or local events as needed
• Ensure store presentation and merchandise appearance remain aligned with brand standards
• Communicate internal initiatives, goals, or updates as directed by leadership

Compliance & Cross‑Functional Coverage:

• Adhere to all operational procedures, safety requirements, and company policies
• Identify and escalate inventory, repair, order, or process exceptions to leadership
• Provide flexible operational coverage across customer service, store operations, and administrative needs
• Partner with Central Operations to ensure alignment between store execution and centralized processes

Qualifications

Required:

• High school diploma or equivalent
• 1–3 months of retail, customer service, or operations support experience (or equivalent combination of education and experience)
• Strong attention to detail and ability to follow established procedures
• Ability to manage multiple tasks in a fast‑paced retail environment
• Basic proficiency with computer systems and Microsoft 365 tools
• Must be able to work Saturdays

Preferred:

• Experience in jewelry, luxury retail, or high‑value merchandise environments
• Familiarity with POS, inventory, order, or repair management systems

Key Competencies:

• Customer & Brand Focus
• Operational Accuracy
• Inventory Stewardship
• Communication & Follow‑Through
• Time Management & Organization
• Flexibility & Adaptability

Work Environment & Physical Demands:

• Retail environment with moderate noise levels
• Ability to occasionally lift and/or move up to 50 pounds
• Regular use of hands, vision, and communication skills
• Combination of sitting, standing, walking, reaching, and occasional bending or kneeling