Ecommerce Assembly & Fulfillment Associate

About the role

HART is a Charleston-based, sister-owned jewelry business specializing in high-quality, soulful custom charm jewelry. The Ecommerce Assembly & Fulfillment Associate plays a crucial role in the order process by fulfilling custom orders that come through the website, assembling jewelry, packaging it, and completing shipments from the downtown Charleston HQ. The right candidate loves to get “in the flow state,” has a keen design eye, works well with their hands, and has an obsession for detail with a healthy sprinkle of perfectionism. This is a great opportunity to get in early at a fast-growing brand with major growth ambition.

The Full Time Ecommerce Assembly & Fulfillment Associate is a proactive, organized, and detail-oriented person that enjoys bringing their creative expertise to HART’s customers. They are responsible for mindful product assembly, ensuring accurate and timely order processing, exceptional customer service, and upholding company standards as it relates to the product as well as the workplace. The ideal candidate should be able to work efficiently in a fast-paced environment while possessing a can‑do and follow‑through attitude and excellent organizational skills.

Responsibilities

• Play a critical role in providing exceptional customer service to ecommerce customers; act as a virtual brand ambassador leading the HART experience; address customer questions and concerns related to orders.
• Maintain deep knowledge of the HART brand and product knowledge to deliver an exceptional brand experience and highly personalized service.
• Understand assembly and fulfillment standards to follow, uphold, and communicate to customers.
• Perform daily assembly of online orders using jewelry pliers and jump rings (training provided).
• Communicate directly with customers via text and email to verify designs, ensure orders adhere to HART standard requirements, and provide exceptional customer experience for a high‑touch service.
• Work with customers to create, design, and assemble their Custom Charm jewelry while providing the HART experience.
• Respond in a timely manner to customer service emails and texting inquiries assigned to you.
• Coordinate any required updates/changes to customer orders in Shopify.
• Review charm placement for errors and customer confusion prior to assembly.
• Swiftly and appropriately address customer issues per company standards.
• Audit each order you assemble for product accuracy and quality control.
• Provide feedback and recommendations to customers in line with brand standards.
• Provide feedback to managers on customer roadblocks.
• Assist with custom engraving orders.
• Create virtual appointments for customers who cannot visit retail stores, answering questions and assisting with designs as for online orders.
• Assist with wholesale assembly and fulfillment.
• Occasionally assist with inventory audits related to online products.
• Perform additional day‑to‑day duties that fall under assembly, operations, fulfillment, and inventory.
• Oversee organization of assembly and fulfillment areas.
• Complete daily opening and/or closing tasks.
• Assist managers with any customer service requests (finding and holding orders for address changes, product swaps, exchanges, etc.).
• Assemble chain and ready‑to‑wear styles following company standards to prepare online fulfillment backstock.
• Learn, review, and follow standards across all duties to provide a one‑of‑a‑kind experience to the online customer.

Requirements

• Frequent moving of boxes weighing up to 50 pounds across the office and storage unit for various needs.
• Detailed hand work when crafting jewelry with a keen eye for design.
• Ability to stand and move for extended periods; must be comfortable standing, walking, and moving around throughout the workday.
• Availability weekdays and weekends.

Skills

• Genuine enthusiasm for fashion and jewelry as well as outgoing, friendly demeanor.
• Basic-level jewelry assembly i.e. jump rings, pliers (experience is a plus, but not required; training provided once hired).
• Possess an artistic eye for detail, scale and visual appeal.
• Natural communicator, personable, and loves connecting with people and hearing their stories.
• Strong organizational, critical thinking, and problem solving skills with incredible attention to detail and a healthy sprinkle of perfectionism.
• Embodies the HART attitude – proactive, kind, positive, fun, and curious person who loves people.

Benefits

• PTO
• Insurance (health, dental, and vision)
• Generous employee discount