Customer Service & Studio Success Manager

About Dune Jewelry:

Dune Jewelry is a woman owned Small Business just outside of Boston, MA. We create Experiential Jewelry by capturing your most cherished memories in our handcrafted designs. We incorporate sand and natural elements from thousands of memorable and iconic locations around the world that we catalogue in our Sandbank. You can also send your own unique elements for a truly bespoke design. The idea? “Live for the moment, then take it with you.”

About the Position:

This position plays a critical role in Dune Jewelry’s commitment to delivering the best customer service experience in the industry. As our primary Customer Service Representative, you will be a trusted advocate for our customers, ensuring every interaction reflects the care, responsiveness, and personal attention that sets Dune apart.

Working closely with senior management, Operations, Marketing, Studio Managers, and Sales, you will help create a seamless experience from the moment a customer reaches out through the completion of their order and beyond. You will also serve as an important connection between our customers and studio team, proactively solving problems, communicating needs, and ensuring both have the information and support they need in a timely manner.

Responsibilities include, but are not limited to:

Customer Service Management

• Manage general customer service for B2C and support B2B & 3rd Party as well
• Develop, maintain, and innovate the customer experience to keep them happy and create loyal customers for life
• Take ownership of customer issues and follow problems through to resolution.
• Maintain a 24-hour timeline for ALL Customer Service Inquiries
• Take Sand Styling Appointments, 15-minute video or phone calls for customers with specific or special requests for their orders to detail options and make sure their needs are met.
• Answer phones, respond to Online CS tickets and customer emails
• Take orders for our customers (similar to online shopping).
• Create digital gift cards.
• Create & Manage Customer Success Reports
• Work collaboratively with studio and external team members to ensure efficiency and the best possible customer service outcomes while innovating the position to better the world of Dune.

Marketing Customer Support

• Assist Social Media Manager on Customer Service Inquires that come through Social Media
• Read & respond to Social Media comments on key collaborators' posts, including (but not limited to) Christine Kesteloo, Holly Christensen, Captain Kate & 4ocean
• Report any FAQs or consistent issues to Marketing Director & Operations Director
• Data mine customer base for any element trends, things they’d like to see & trends to Marketing Director
• Sand Stories: Truly touching or special stories that come out of Customer Service interactions to be reported to the Marketing Director. Work with Marketing team & customer to turn these stories into Blog Posts & Social Highlights.
• Comfortable being on camera for social media content

Studio Success Management

• General research projects and errands.
• Provide regular ‘office enchantment’ focused on creating special moments for team members' birthdays, special events, holidays and more.
• Other General Studio Tasks: Filing, stocking shelves, copying, scanning, data entry

Operational Support

• Processing B2C Returns
• This position may be fully trained as a Sand Artist, Packaging Specialist or fulfillment Support in order to support any large orders or holiday-related surges and provide crucial insight to better support their operational role.
• Support a variety of of other department tasks including order prep, fulfillment, production, errand running, studio infrastructure improvements, and more.

How Did You Hear Incentive

• For every customer added to our How Did You Hear list, the CS Manager will receive $1. These are to be reported to the finance and marketing team through the and paid out once a month.

Schedule & Location

• This position will start part-time with full-time consideration
• Studio hours are Mon-Fri 9AM-5PM
• Studio Located at 935 Washington St. Norwood, MA

Compensation & Benefits

• Hourly: $21-25 depending on experience
• Holiday Paid Time-Off
• 5 Paid Sick Days (Earning process is following MA Blue Law), can be used towards personal time-off requests
• 5 Paid Vacation Days (to be used outside black-out dates and with minimum 2 weeks notice pending approval)
• 65% Employee Discount
• DuneJewelry.com Gift Card Bonus 2 times per year - $150 in March and $150 in October
• 401k (non-matching)

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k)
• Employee discount
• Paid time off

Application Question(s):

• Do you have any experience with the Dune Jewely Brand, if so, please describe?
• What about this position are you most excited about?
• Are there any specific things beyond a resume we need to know about you?

Work Location: In person

Salary : $21 - $25