Returns & Repairs Associate

Responsibilities: Repairs & Service Case Management Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation (including Bridal, ecom, and stores)Inspect pieces upon receipt and route to proper jeweler for repair Create job bags and keep all repairs organized Research item/service history and maintain detailed case notes Manage timelines and set clear expectations with customers and internal teams Coordinate replacement components (stones/materials) with Production as needed Confirm quality standards prior to return shipment Communicate trends and issues with PDReport on trends and findings to support prevention and process improvements Damaged Returns + 3PL Coordination Manage damaged return workflows with our 3PL, including photo documentation and investigations Track case outcomes (repair, replacement, denial, return) and ensure consistent internal updates Own all client communications related to repairs, damage-in-transit and damaged-return cases Report on trends and findings to support prevention and process improvements Cross-Functional Support & Reporting Share insights across Customer Care, Ecommerce Ops, and Product Development to assess whether issues are wear & tear, shipping/handling, or quality-related Support escalations and goodwill accommodations within approved budget/policy Maintain trackers, system updates, and monthly reporting on service volume + turnaround times Assist with logistics coordination and occasional special shipments/insurance requirements

About You: Exceptionally organized with strong ownership and follow-through Detail-oriented with a commitment to quality and accuracy Clear, professional communicator in client-facing, internal, and external interactions Solutions-oriented problem solver in fast-paced environment Requirements 3+ years in operations, repairs, client service, or order management At least 6 months of fine jewelry quality assurance preferred Strong attention to detail, urgency, and ability to manage high-volume priorities Clear, professional written and verbal communication skills Advanced comfort with Excel/Google Sheets and operational tracking Strong judgment handling escalations and accommodations within guidelines Bachelor's degree preferred or equivalent experience Details Full-time role located in Midtown NYCThis role requires 5 days per week in office

Office Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales)Health, Vision & Dental Insurance for full-time employees We offer generous employee discounts on our fine jewelry Paid time off Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated base compensation for this role is $55,000