Store Office Support - Ben Bridge Jeweler Inc

We have been in business for over 110 years and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has thirty-six stores, across the United States. We are committed to serving our customers with a quality experience and jewelry that will be treasured 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 Washington Square Mall is seeking a full-time Store Office Service Coordinator to join our team. Our ideal candidate will have great interpersonal communication and organizational skills, as well as fine jewelry and/or watch sales experience, or other luxury sales experience.

Job Summary:

The Store Office Service Coordinator (SOSC) maintains the coordinated flow of all repair jobs coming into and out of the store. In this position the SOSC would take-in repairs from the customer and work with the store Manager and associates to determine which repairs would be completed in-store, and which repairs would be forwarded to other vendors (i.e.: Olympic, Jewel-Craft, BBJ 840, or to the manufacture). The SOSC would manage the repair flow and communication from beginning to end by providing status updates to customers, manufacturers, sales associates, and store managers. The SOSC would also manage invoice reconciliation and provide reporting as needed. This is an hourly position, with scheduling discussed with the store manager.

Job Responsibilities:

• Responsible for proper customer facing repair intake for both watch and jewelry repairs.
• Responsible to appropriately deliver customer repairs and collect payment
• Responsible to follow up with customer to ensure they are satisfied with the service within 10 days after pick-up.
• Responsible for daily check-in and processing of all customer inbound jobs.
• Rolex job tracking—both in-store and factory repairs including BBJ 840.
• Provide Rolex job status and service confirmations to customers.
• Provide all pending job estimates to customers and follow-up as needed.
• Invoice reconciliation for services, spare parts, and tooling.
• Create service estimates and service invoices for all repair jobs processed through store.
• Communicate to store associates and customers regarding service delays.
• Manage multiple inboxes via Outlook.
• Provide status on pending or in-process jobs for sales associates, watchmaker/watch tech, and store managers.
• Utilize best practices in handling incoming and outgoing jewelry and watch repairs from intake to delivery to customer
• Operate point of sale (POS) system to take payment or obtain credit authorization
• Inspect and clean customers' jewelry
• Maintain a working knowledge of the organization, job flow, and job turnaround expectations.
• Organize and maintain physical and digital department filing system.
• Perform other general administrative tasks and duties as directed by management for the benefit of the company, program, and employee(s).
• Answer phones
• Greet customers and provide them with excellent experience while they wait for a Sales Professional
• Assist with maintaining accurate inventory of all merchandise and ensuring merchandise security
• Support Sales professionals with Inventory reconciliation (Priority List)
• Merchandise receiving and shipping
• Transfers and blow backs reconciliation
• Assist customers at the register with repair pick up, payment processing, inventory look up.
• May hold additional responsibility as a Key-holder responsible for physically opening and closing the store. Directs business opening and closing procedures. Responds to alarm calls and is available for after hours maintenance.
• Work with teammates towards store goals, creating a positive working atmosphere, and supporting each other to combine individual strengths to enhance team performance
• Perform basic housekeeping, such as vacuuming carpet, cleaning display surfaces, cleaning merchandise, and washing windows
• Accepts additional responsibilities in store such as Visual Merchandising
• Other duties as assigned

Required Qualifications:

• Excellent written, verbal and interpersonal communications skills
• Ability to retain composure and flexibility while under pressure.
• Computing skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.)
• Relevant experience preferred.
• Minimum of a High School Diploma or General Education Diploma (GED)

Knowledge And Skills:

• Goal oriented and sales driven with a passion to exceed
• Positive, enthusiastic, team-spirited work style, exhibiting company core values at all times
• Commitment to outstanding customer service
• Excellent listening, written and verbal communication skills
• Strong attention to detail and high integrity
• Ability to apply mathematical concepts such as fractions, percentages, ratios and proportions to practical situations
• Flexibility with work schedule including evenings, weekends and holidays and a willingness to adjust to scheduling needs
• Proficient in store operations and policies including daily responsibilities and repairs
• Occasionally may need to travel to trainings or meetings
• Bilingual is a plus

Working Standards:

• Ability to lift up to 25 pounds may be required
• Ability to bend, stoop, twist and stand for long periods of time
• Shift times will vary

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.

The full-time hourly schedule is designed to provide flex staffing during key events and peak selling times. You will be eligible for health and welfare benefits provided you meet the minimum work requirement of 20 hours/week. Other benefits include employee merchandise discounts, paid training and paid time off, such as: vacation, holidays, bereavement and jury duty. Paid training includes certification from the Gemological Institute of America (following completion of one year service time). In addition to our medical, dental and vision insurance, Ben Bridge Jeweler also 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.