Operations Support

Essential Job Responsibilities

• Deliver a consistent, high-quality in-store customer experience aligned with company service standards
• Greet and assist walk-in customers in a professional and welcoming manner
• Answer incoming customer calls and direct inquiries appropriately
• Support customers with merchandise pickups, service questions, and general store needs
• Maintain a clean, organized, and brand-aligned front-of-house environment
• Repair Intake & Customer Service Execution:
• Receive and document all customer jewelry requiring repair
• Verify item details, condition, warranty status, and required services
• Complete accurate and thorough repair intake forms, pictures and notes
• Communicate repair expectations, timelines, and status updates using approved systems
• Track repair progress to ensure timely completion
• Safeguard customer items through proper handling, storage, and chain-of-custody procedures
• Perform quality checks prior to repair release to ensure company standards are met
• Order & Fulfillment Execution:
• Execute Buy Online Pick Up In Store (BOPIS) and Buy Online Ship to Store (BOSS) fulfillment processes
• Support layaway, repair, and special order execution at the store level
• Perform quality control checks on merchandise and validate order accuracy
• Receive stock and memo inventory created by Central Operations
• Ensure proper documentation, system updates, and store handling of all inventory received
• Inventory & Asset Stewardship:
• Perform physical inventory counts and support inventory audits
• Complete daily inventory tracking and reconciliation activities
• Support warranty management and documentation processes
• Maintain organized shop and inventory storage areas
• Aid in ongoing inventory maintenance and shop organization
• Remove donation merchandise from inventory in accordance with company procedures
• Administrative & Operational Support:
• Complete store-level administrative tasks required for daily operations
• Maintain accurate logs, reports, and operational documentation
• Order office supplies and branded materials as needed
• Support store-level expense awareness and limited, approved purchasing
• Follow established SOPs, operational controls, and documentation standards
• Brand & Business Support:
• Support store-level brand initiatives and approved in-store or local events as needed
• Ensure store presentation and merchandise appearance remain aligned with brand standards
• Communicate internal initiatives, goals, or updates as directed by leadership
• Compliance & Cross-Functional Coverage:
• Adhere to all operational procedures, safety requirements, and company policies
• Identify and escalate inventory, repair, order, or process exceptions to leadership
• Provide flexible operational coverage across customer service, store operations, and administrative needs
• Possess strong attention to detail and ability to follow established procedures
• Work with Central Operations to ensure alignment between store execution and centralized processes

Qualifications

• High school diploma or equivalent
• 1–3 months of retail, customer service, or operations support experience (or equivalent combination of education and experience)
• Strong attention to detail and ability to follow established procedures
• Ability to manage multiple tasks in a fast-paced retail environment
• Basic proficiency with computer systems and Microsoft 365 tools
• Must be able to work Saturdays

Preferred Qualifications

• Experience in jewelry, luxury retail, or high-value merchandise environments
• Familiarity with POS, inventory, order, or repair management systems

Key Competencies

• Customer & Brand Focus
• Operational Accuracy
• Inventory Stewardship
• Communication & Follow-Through
• Time Management & Organization
• Flexibility & Adaptability

Work Environment & Physical Demands

• Retail environment with moderate noise levels
• Ability to occasionally lift and/or move up to 50 pounds
• Regular use of hands, vision, and communication skills
• Combination of sitting, standing, walking, reaching, and occasional bending or kneeling