Customer Relationship Management Specialist

About Us:

At IPPOLITA, we specialize in creating exquisite, handcrafted fine jewelry that reflects timeless beauty and craftsmanship. Our commitment to exceptional quality and outstanding customer service is at the heart of everything we do. We are currently seeking a Customer Logistics & Repair Specialist to join our dynamic team and provide top-tier service to our valued customers.

Position Overview:

As a Customer Logistics & Repair Specialist, you will be the key point of contact for customers who need assistance with returning, exchanging, or repairing jewelry. Your role will involve coordinating the logistics of product returns and repairs while ensuring a seamless and positive customer experience. The ideal candidate will have a strong attention to detail, excellent communication skills, and a passion for providing high-quality service. While jewelry expertise is not required, an understanding of customer needs and a commitment to accuracy and professionalism are essential.

Key Responsibilities:

• Customer Assistance: Act as the main point of contact for customers who have inquiries or requests regarding returns, exchanges, or repairs of purchased jewelry.
• Process Returns & Exchanges: Handle return and exchange requests, ensuring the proper documentation and accurate processing of each transaction.
• Repair Coordination: Work closely with our repair team or external repair vendors to facilitate the repair process, keeping customers informed on the status of their items.
• Customer Communication: Provide clear, empathetic, and courteous communication with customers via phone, email, or chat, ensuring their questions and concerns are addressed promptly.
• Documentation & Tracking: Maintain accurate records of all customer interactions, returns, exchanges, and repair statuses. Update the customer relationship management (CRM) system as needed.
• Quality Assurance: Ensure all items returned or exchanged meet the company’s quality standards and that all repairs are handled with attention to detail and care.
• Problem Resolution: Address any issues or challenges related to customer requests, finding practical solutions to ensure customer satisfaction.
• Cross-Department Collaboration: Work closely with the sales, customer service, and repair teams to ensure a seamless customer experience and efficient processing of orders.

Qualifications:

• Detail-Oriented: A keen eye for detail is essential to ensure accuracy in processing returns, exchanges, and repairs.
• Excellent Communication Skills: Ability to communicate clearly and professionally, both verbally and in writing. Must be friendly, empathetic, and patient when interacting with customers.
• Customer-Focused: Passionate about providing exceptional customer service and able to resolve issues in a calm, positive, and effective manner.
• Experience in Customer Service: Previous experience in customer service or a client-facing role, especially in retail or luxury goods, is a plus.
• Organized: Strong organizational skills to handle multiple tasks and inquiries efficiently.
• Adaptable: Comfortable learning new systems and processes in a fast-paced environment.
• Team Player: Able to collaborate well with cross-functional teams and contribute positively to the workplace culture.

Desirable Skills:

• Experience working with fine jewelry or luxury products (not required but preferred).
• Familiarity with CRM systems or similar software.
• Knowledge of basic jewelry care and repair processes (training will be provided).

Why Join Us?

At IPPOLITA, we offer a collaborative and positive work environment where employees are encouraged to grow professionally and personally. As a part of our team, you’ll play a vital role in ensuring that our customers have a wonderful experience with our brand. We value detail, craftsmanship, and exceptional service, and we're looking for someone who shares those same values.

How to Apply:

Please submit your resume along with a brief cover letter explaining why you’d be a great fit for this role to [email protected].