Ensure excellent client service to all stores or any location by managing, prioritizing, communicating, and following up on all Service Orders. This position is also required to coordinate tasks and responsibilities with other members of the Retail Service Group to achieve Department goals and Objectives.

Responsibilities

This role entails providing complete customer service support to internal and external clients and customers while adhering to company processes and policies. Our ideal candidate can stay organized in a fast-paced environment and communicate clearly as they will play a major part in the success of the office.

Administration:

1. Lead a team of coordinators and jewelers.
2. Responsible for reviewing incoming repairs, making sure they are allocated to the right vendors for the right type of work.
3. Review work in progress, make sure all timelines are met (inhouse & vendor repairs).
4. Review that all due dates and communication to the stores are consistent and on time.
5. Ensure proper margins are being captured and allocated to right Gls and Cost Centers
6. Ensure quality of work from both shops and Factories are consistent with our Quality Control Guidelines, inconsistencies should be addressed on a timely fashion.
7. Ensure that every team member is properly trained and placed in a Progress Plan and monitored at least twice a year.
8. Ensure both Omnidox and Concur are done on time.
9. Ensure all team members follow a schedule and adhere to the times they need to work, also communicate Time and Attendance expectations and be consistent with everyone in the team.
10. Ensure all supplies are on hand.
11. Make sure the department follows Loss Prevention Policies and Procedures
12. Must have the skills to train and coach coordinators and jewelers for continuous growth.
13. Inventory Control: proper understanding of the financial impact of proper inventory control and movement of inventory amongst all other areas of the business.
14. Serve as Liaison between the department and other department, stores, and vendors.
15. Basic understanding of Sap
    1. Article Creation
    2. Purchase Orders
    3. Transfers
    4. Subcontractor process

    Technical:

    1. Have a thorough understanding of the jewelry manufacturing process
    2. Understand market prices for stones and metals
    3. Facilitate training for jewelers
    4. Coordinate technical training with jewelry workshops to keep our jewelers up to date with new techniques.
    5. Ensure jewelers time is documented properly
    6. Ensure Jewelers use of parts and components is consistent and in line with our practices.
    7. Ensure tools and equipment is serviced and maintained per manufacturer's specifications.
    8. Ensure supplies are on hand and disposed to in a safe manner following Health and Safety procedures.

    Knowledge and Skills required

    Education

    High School diploma required

    Experience

    Experience in Customer Service is Required (3-5 years)

    Skills

    1. Knowledge in the field of Jewelry making and repairs,
    2. A minimum of 5 years’ experience in all phases of Jewelry repairs including but not limited to working with 18K gold and platinum
    3. knowledge of stone setting and polishing.
    4. A jeweller must have experience in laser wielding, rhodium plating and laser engraving experience is a plus.
    5. The jeweller must be well-organized and extremely detail oriented, able to multitask in a fast-paced environment of the Workshop and have strong verbal and communication skills.
    6. The jeweller will possess creative problem-solving abilities, must be a team player and adhere to deadlines and have strong interpersonal skills with the ability to perform in a Workshop environment.
    7. Additionally, the jeweller will be a quick learner who Is able to work with expedited service requests.
    8. Experience in escapement and hairspring adjustments
    9. Drive for excellence
    10. Customer Service focus
    11. Ability to cope under pressure in a busy environment
    12. Enthusiastic and self – motivated
    13. Strong organizational, customer service and time management skills
    14. Strong attention to detail
    15. Strong written and verbal communication skills
    16. High energy, self-motivated and outgoing personality
    17. Strong Computer skills, Web Navigation, Microsoft Office (Excel, Word, Power Point) Sap
    18. Ability to coordinate with other components of the Rsg
    19. Ability to make independent decisions
    20. Ability to multitask daily on a fast-paced environment
    21. Excellent judgment skills

    Management Responsibilities

    Will interact directly with Support Operations, Store Management team and all other corporate associates. In addition, outside vendors to order parts when necessary and to follow up on any outstanding repair(s). Must always represent Betteridge’s standards when assisting any client or requesting any assistance from an outside representative/vendor.

    Rewards

    In return for your commitment to excellence, we offer:

    • Competitive earnings
    • Benefits including medical, dental, life & disability
    • Comprehensive, ongoing training
    • Career growth potential
    • Generous staff purchase discounts