After Sales Service Liaison

The 1916 Company•Pikesville, MD

12d•$25 - $28•Onsite

About The Position

The 1916 Company is seeking a highly organized and proactive After Sales Service Liaison to provide comprehensive administrative and operational support within its After Sales Service Department. This role serves as the primary point of contact for clients, sales associates, and internal/external service providers, ensuring a seamless and exceptional after-sales experience for luxury watch and jewelry items. The ideal candidate will have experience in luxury retail, fine jewelry or watch service, luxury hospitality, or luxury automotive, with a genuine interest in fine jewelry and watches. This is a full-time, in-person position.

Requirements

Minimum 2 years in luxury retail, fine jewelry or watch service, luxury hospitality, or luxury automotive; or equivalent combination of training and experience.
Genuine interest in fine jewelry and watches.
Strong multitasking ability without sacrificing client service quality.
Excellent oral and written communication skills.
Proficiency in Microsoft Office.
Ability to resolve client issues, prioritize tasks, and manage multiple repairs simultaneously.
Available for retail hours including weekends and some holidays.

Nice To Haves

Experience with POS or repair platforms (Salesforce and Netsuite) are a plus.
On-the-job training is provided.

Responsibilities

Serve as the primary liaison between clients, sales associates, jewelers, watchmakers, and vendor partners.
Write up items for service; verify gemstones, confirm watch brands styles, and document condition upon intake. Test all diamond jewelry with a diamond tester.
Create and enter repair tickets, estimates, completion dates, and pick-up dates into the POS system.
Explain The 1916 Company pricing, service timelines, and shipping and handling charges to clients clearly and confidently.
Provide clients with status updates and notify them promptly of any delays.
Communicate daily with vendors. Calculate estimates and relay to the appropriate client.
Prepare, package, and ship items to vendor partners for services beyond in-house capabilities.
Perform basic services including jewelry cleaning, watch bracelet sizing, strap and battery changes.
Complete quality control on all finished repairs prior to client notification.
Prepare finished items for pick-up, confirm pricing, and record all information.
Listen to client concerns and resolve issues professionally. Escalate to management when necessary.
Maintain organized files including job bags, shipping records, and service documentation.
Support sales associates with repair questions and client follow-up.
Assist with morning and evening jewelry and watch case placement and retrieval.
Answer phone calls and direct calls to the appropriate associate.
Order watch bands and place special orders as needed.
May assist with sales, restocking, cash balancing, deliveries, and store upkeep.
Participate in semi-annual inventory. Perform other duties as assigned.