Aftersales Service Coordinator - Ben Bridge Jeweler Inc

We have been in business for 110 years and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has thirty-six store locations across the United States. We are committed to serving our customers with quality jewelry that will be a memorable experience for generations. Jewelry is more than just an adornment. It is a means of expression, love, personality and history. Its meaning only grows with time. We don’t sell to a customer just once; we want to be their jeweler for life!

Ben Bridge Jeweler’s store in Downtown Portland is looking for a full-time Store Aftersales Service Coordinator to join our team.

Job Summary:

The Store Aftersales Service Coordinator (ASSC) is responsible for maintaining and coordinating the flow of all repair jobs entering and leaving the store. The ASSC will take in customer repairs and work with the company watchmakers to triage each timepiece and determine their final destinations. They will also oversee each repair from beginning to end and provide status updates to the customers, manufacturers, sales associates, and store manager. Invoice reconciliation reports will require appropriate filing and delivery as needed.

This position offers hourly pay and flexible hours.

Responsibilities

• Responsible for proper customer facing repair intake for both watch and jewelry repairs.

• Deliver customer repairs and collect appropriate payment in a prompt manner.
• Follow up with customers post-pickup to confirm satisfaction with services and repairs.
• Daily check-ins and processing for all inbound customer repairs.
• Track in-store and external (factory repair & corporate watchmaker department) Rolex services
• Provide Rolex service status updates and service confirmations to customers.
• Provide customers with pending job estimates and follow up as needed.
• Complete Rolex Service Data Reporting via WRS on a monthly basis.
• Invoice reconciliation for all services, spare parts, and watchmaking tools.
• Create service estimates and invoices for all repairs processed through the store.
• Advise store associates and customers of any backordered parts and service delays.
• Manage multiple inboxes via Outlook.
• Provide status updates on pending services to sales associates, watchmakers/watch techs, and store manager.
• Create and compile month-end reports, analyzing and interpreting data as needed.
• Maintain working knowledge of job flow and job turnaround expectations.
• Maintain SDS compliance.
• Organize and maintain both physical and digital department filing systems.
• Perform other administrative duties as directed by management.

Required Qualifications:

• Excellent verbal, written, and interpersonal communication skills.
• Comfortable operating in a fast-paced, customer facing environment.
• Ability to maintain composure and resolve conflict under pressure.
• Meticulous and detail-oriented; comfortable with data analysis
• Proficiency in Microsoft Office (Word, Excel, Powerpoint, etc.)
• High School Diploma or General Education Diploma (GED)

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

This position offers benefits that include employee merchandise discounts, paid training, Employee Assistance Program and paid time off, such as: vacation, sick, holidays, bereavement and jury duty. Our benefits program includes: medical, dental and vision insurance, flexible savings accounts, company paid life insurance, STD and LTD as well as voluntary programs such as pet insurance and supplemental life insurance. Additionally, Ben Bridge Jeweler offers a 401(k) plan with a company match.

Ben Bridge Jeweler is proud to be an Equal Employment Opportunity and Affirmative Action employer.  We do not discriminate based upon race, religion, color, national origin, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law.