About Us:
Since 1977, LAGOS has been a pioneer in fine jewelry, combining precious materials and expert craftsmanship to offer modern, iconic styles. From meticulously crafted designs to sumptuous details, each piece tells a story of timeless sophistication. Founded by master jeweler, Steven Lagos, the brand's signature Caviar collections offer bold, unique styles that encourage personal expression.
Position Summary:
The Customer Care Coordinator, Repairs, is responsible for effectively and efficiently processing jewelry in need of repair, alteration or cleaning, and delivering exceptional customer service throughout the process. This effort includes serving as the primary contact for coworkers in sales and the workshop, as well as vendors and customers to define the scope of service, specify the responsibilities of both parties, set performance parameters, establish the escalation process and ensure the service agreement is met.
Ideal Candidate:
Driven, enthusiastic and goal-oriented, you excel in fast-paced environments where multitasking is required and performance outcomes are measured, highly organized and with strong attention to detail, you are skilled in managing task completion related to jewelry repair or alteration. With a strong background in customer service, ideally within the jewelry or luxury goods industry, you handle service interactions with empathy, skill, and care. With advanced communication skills, both verbal and written, you set clear service expectations and maintain regular, mutually beneficial contact with customers throughout the repair and/or alteration process.
Analytical and well-versed in the intricacies of fine jewelry, you accurately determine repair and/or alteration requirements and appropriately diagnose the root causes of those issues. Process-driven and customer centric, you coordinate timely and effective service delivery. Empathetic, outgoing and solution-oriented you solicit customer perspectives, identify the root causes of complaints, and bring about their timely resolution. Relationship-driven and trustworthy, you honor commitments and build effective partnerships with customers, coworkers, and vendors.
Essential Functions:
Receives jewelry needing repair and/or alteration from customers.
Assesses incoming jewelry to determine services needed, such as cleaning, alteration, or repair.
Notifies customers of repair estimates in a timely manner.
Regularly communicates by phone or email with customers, vendors and other employees across departments as to the status and charges associated with jewelry being repaired.
Listens to customer concerns, complaints, or problems and takes appropriate action to relieve or eliminate the issue and when necessary, involves management.
Notifies customers of any delays to completion dates.
Prepares paperwork/systems for shipment and invoicing
Qualifications:
1-3 years customer service experience required
Detail oriented, organized, enthusiastic and customer focused.
Excellent follow-up skills.
Exceptional interpersonal skills.
Ability to multitask in a fast-paced environment.
Microsoft Office - Outlook, Word, Excel, Access experience required
Knowledge of jewelry repair and construction, gemstones, diamond, silver, gold preferred
Experience in Jewelry/ luxury goods manufacturing industry a plus
Experience in NetSuite or similar a plus
Physical Demands:
The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Prolonged periods of sitting at a desk/ workstation
- Must have finger dexterity, near vision, visualization, arm-hand steadiness, and manual dexterity
- Brief periods of standing with brief periods of bending and light lifting to 15lbs
- Must be able to follow safety protocols to ensure personal safety, and safety of coworkers, equipment, and building
- Must be able to access all areas of the facility to determine needs
Required to possess specific vison abilities, including close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus.
Work Environment:
Jewelry manufacturing work environment with limited secure access and confined spaces at times. Saturday hours and rotating holidays as needed. Additional evening overtime hours during peak season. Schedule and hours subject to change as demand changes.
Equal Employment Opportunity:
LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.
Other Duties:
Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
