Position Summary
The Jewelry Services Coordinator is responsible for supporting daily operational activities for jewelry and watch service programs. This role ensures timely processing of repairs, shipment monitoring, communication with service centers, and accurate financial and asset recovery tracking. The ideal candidate is detail-oriented, customer-focused, and able to manage multiple priorities while maintaining strong relationships with service centers, customers, and internal teams.
Duties / Responsibilities:
- Monitor jewelry and watch UPS shipments through Asurion shipping accounts and promptly follow up with customers, clients, and internal stakeholders as needed.
- Support leadership by providing decision making for external Depot Operations through data analysis
- Import self-service customer repair requests into D365 for the Jewelry Services (WJS) workflow.
- Validate coverage and preauthorize repairs submitted by jewelry and watch service centers.
- Provide assigned service centers with monthly depot statements and detailed payment reporting.
- Conduct biweekly calls with service centers to address operational concerns, staffing issues, repair volume trends, and any open questions.
- Offer timely phone and email support to service centers, customers, and internal teams.
- Manage and process asset recovery submissions from service centers, ensuring buyout requests meet eligibility requirements.
- Review processed buyouts weekly to ensure prompt customer payment processing and accurate documentation.
- Serve as a point of contact for escalations related to repairs, shipping, documentation, or customer concerns.
- Partner with internal teams and service centers to ensure prompt, effective resolution of any issues.
Knowledge/Skill Requirements:
- Strong attention to detail and organizational skills.
- Proficiency with Microsoft Office Suite; experience with D365 is a plus.
- Experience in Excel and Power BI is preferred
- Excellent communication skills (phone and email).
- Ability to manage time effectively and work in a fast-paced environment.
- Key Competencies for a successful candidate: Customer Focus, Problem-Solving & Critical Thinking, Relationship Management, Time Management, Collaboration, Data Accuracy & Documentation
Education Requirements:
- High school diploma or equivalent; Associate degree preferred.
Experience Requirements:
- 1–3 years of experience in customer service, logistics coordination, repair operations, or related fields.
Physical Requirements:
- Ability to perform work requiring close attention to small details
- Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
