Client Experience & Operations Support Coordinator

Client Experience & Operations Support Coordinator

Location: Nashville, Tennessee

Position Type: Full-time, in-person / client-facing support 

Reports to: Manager of Retail & Operations

At Weiss Watch Company, we believe the experience surrounding a watch should be as meaningful as the watch itself.

We are seeking a Client Experience & Operations Support Coordinator to support the client-facing and operational side of our Nashville workshop. This person will assist with client communication, appointment preparation, CRM and record updates, order tracking, shipping support, service follow-up, event preparation, showroom readiness, and the many small details that help create a polished client experience.

This is not a traditional retail role, and it is not a commission-driven sales position. It is a highly detail-oriented support role for someone who enjoys organization, hospitality, follow-through, and helping a small team deliver an exceptional experience.

The right person does not need to come in with years of watch industry experience. We are open to someone earlier in their career who is eager to learn. However, this person must be organized, observant, able to follow directions carefully, and capable of working independently once trained.

This role is designed to support our Retail / Client Experience Lead and the broader team by ensuring appointments, client follow-up, records, order tracking, events, service communication, shipments, and showroom details are handled accurately and consistently.

What You’ll Do:

Support Client Communication

• Help respond to client inquiries by phone and email
• Assist with follow-up after appointments, events, purchases, shipments, and service requests
• Keep client notes, records, and appointment details accurate and up to date
• Help track open client conversations so nothing falls through the cracks
• Support thoughtful communication with collectors, retailers, partners, and guests
• Help draft and prepare client-facing notes, shipment letters, and follow-up communication as needed

Support Appointments and Client Visits

• Help prepare for in-person and virtual appointments
• Make sure the showroom and client-facing spaces are clean, organized, and presentation-ready
• Prepare watches, straps, materials, packaging, refreshments, and other details before client visits
• Assist during appointments as needed
• Help pack up products, organize materials, and support fulfillment after appointments
• Help document next steps after each appointment

Support Sales Operations

• Support accurate order records and internal tracking forms
• Help organize order details across Shopify, CRM, spreadsheets, and internal systems
• Assist with packing, shipping, and order administration
• Help prepare shipment materials, including client letters, warranty information, Certificate of Authenticity cards, packaging details, and other order inserts
• Help track special requests, client preferences, delivery timelines, deposits, and open order details
• Support inventory organization and product readiness
• Help improve internal processes so the team has clearer visibility into orders, clients, and follow-up

Support Service and After-Sales Follow-Up

• Help coordinate service intake and client communication
• Track service status, follow-up needs, shipping details, and completion notes
• Make sure service clients receive timely and thoughtful updates
• Help maintain accurate records for repairs, warranties, and client history
• Help prepare return shipments, service notes, and client communication when watches are completed

Support Events and Community

• Assist with collector events, launches, trunk shows, and special activations
• Help prepare event materials, watches, guest lists, displays, packaging, and follow-up notes
• Support event setup, guest experience, and post-event organization
• Help ensure leads and conversations from events are properly recorded and followed up on
• Occasional evening or weekend event work will be required

Support the Workshop and Retail Team

• Help maintain a polished, organized, client-ready environment
• Support day-to-day retail and operations tasks as needed
• Help the team stay organized across appointments, orders, service, inventory, shipping, and events
• Notice small details before they become problems
• Follow direction from the Retail / Client Experience Lead and execute tasks accurately
• Be the person who helps keep the experience running smoothly behind the scenes

What We’re Looking For

• Exceptional attention to detail
• A proactive self-starter who notices what needs to be done
• Strong written and verbal communication skills
• Warm, professional, and helpful presence
• Highly organized and able to manage multiple priorities
• Strong follow-through and comfort tracking open tasks
• Comfortable following established processes and taking direction
• Able to work independently once trained without needing constant oversight
• Comfortable working with systems such as Shopify, CRM tools, spreadsheets, calendars, email, and internal tracking documents
• Able to support client-facing work without needing to be the center of the sales relationship
• Good judgment around client communication, company property, confidential information, and luxury-brand presentation
• Willing to help with practical details, including packing, shipping, showroom setup, appointment prep, inventory organization, order documentation, and follow-up
• Experience in hospitality, client service, operations, luxury retail, watches, design, or a small business environment is a plus

Most importantly, you understand that great service is not about being pushy. It is about listening carefully, communicating clearly, following through, and making sure people feel taken care of.

This Role May Be a Good Fit If

• You are early in your career but highly organized and eager to learn
• You like lists, systems, details, and follow-through
• You notice when something is missing, unfinished, out of place, or at risk of falling through the cracks
• You are comfortable being in a support role and helping someone else succeed
• You can take direction, ask smart questions, and then execute reliably
• You enjoy both client-facing hospitality and behind-the-scenes organization

This Role May Not Be the Right Fit If

• You prefer big-picture sales over detailed follow-through
• You dislike admin, tracking, lists, systems, or documentation
• You wait to be told every small step instead of noticing what needs attention
• You are warm with clients but inconsistent with details
• You are uncomfortable working under an existing retail lead
• You prefer a traditional retail sales role focused mainly on closing sales

Schedule

This is a full-time, in-person role based in Nashville.

The role includes:

• Regular weekday hours
• Saturday availability as needed for appointments or events
• Occasional evening events and client gatherings
• Flexibility around launches, client visits, and special activations

Because many of our clients travel to visit us, flexibility around appointments and events is important.

What Success Looks Like

• Client inquiries receive timely and thoughtful responses
• Appointments are prepared for, documented, and followed up on
• Records and client notes are accurate and current
• Orders, service requests, and shipping details are clearly tracked
• Shipment letters, Certificate of Authenticity cards, packaging details, and client materials are prepared accurately
• Events feel organized, warm, and polished
• The showroom and client-facing spaces are presentation-ready
• The retail and operations team has strong support
• The workshop team can stay focused on watchmaking and fulfillment
• Faith and the leadership team have better visibility into client follow-up, orders, appointments, inventory, service, and open tasks
• The person in this role becomes a reliable support system who can be trusted to execute details carefully once trained

Compensation

Compensation will be based on experience. This is a support role, not a commission-driven sales position. The person in this role will support the client experience and sales process through organization, follow-through, appointment preparation, order tracking, shipping support, service communication, event preparation, and showroom readiness.

About Weiss Watch Company

Weiss Watch Company builds mechanical watches with a commitment to craftsmanship.

Every watch represents hundreds of hours of work. Every client relationship matters.

We are looking for someone who shares that belief and wants to help us create an experience worthy of the watches we build. Lots of room to grow.