Client Services Representative/Lab Associate, Transport (Hybrid role)

Gemological Institute of America•New York, NY

2h•Onsite

About The Position

GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA. GIA in Carlsbad boasts a 17-acre ocean view campus that accommodates approximately 600 of its 3,000 total employees worldwide. It offers many competitive health and commuter benefits that promote the well-being of its employees as well as that of the environment. This position is located in the heart of the diamond district in mid-town Manhattan, New York. We foster an environment of autonomy, performance, and passion. Our team members collaborate extensively across various departments, providing high-quality service to internal staff, stakeholders, and the organization as a whole. We value initiative, cross-functional cooperation, and a commitment to excellence in all our endeavors. Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature.

Requirements

Sound knowledge and application of MS Office (Excel, Word, PowerPoint)
Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)
Sound knowledge of key GIA people and their roles in production functions
Proficiency in functional department Standard Operating Procedures
Proficiency in Lab production workflows
Thorough understanding of GIA policies and procedures
Ability to apply specialized knowledge of the diamond grading and/or gemology function
Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues
Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence
Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner
Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas
Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers
Work under general supervision with few direct instructions on day-to-day tasks.
High school diploma or general education degree (GED); minimum six months experience as a L2 or 1+ years related experience and/or training; or equivalent combination of education and experience required.
Language skills: ability to read, comprehend and follow standard procedures or instruction in local language (proficiency in reading, writing and speaking in English required)
Communication skills: communicate professionally (communicate respectfully, listen, articulate/explain issues, use professional tone, know when to email vs call, etc.)
Interpersonal skills: creates positive interactions with colleagues; actively communicates with others in a timely & professional manner; maintains good working relationship with others and peers with a team-oriented mind set. Ability to share knowledge with others to enhance collaboration
Problem Solving: identifies basic problems and fixes or escalates as required; uses fact finding to determine the best approach to solve problems; applies basic analytical thinking to clarify issues and propose solutions with sound judgement and decision-making abilities
Computer skills: Basic knowledge of MS Office (Excel, Word, PowerPoint)
Detail-oriented/Ability to focus and complete tasks assigned in a timely manner
Ability to multi-task, prioritize, and manage time effectively
Ability to learn, understand and follow Standard Operating Procedures
Ability to learn and use basic office equipment.
Maintains & fosters sensitivity and respect for cultural diversity
Sound knowledge of MS Office (Excel, Word, PowerPoint)
Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)
Sound knowledge of key GIA people and their roles in production functions
Proficiency in Lab production workflows
Thorough understanding of GIA policies and procedures
Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; Apply basic analytical thinking to clarify issues and propose solutions with sound judgement and decision-making abilities
Proficiency in using production and office equipment to perform the job assigned (tweezers, scales, stone-holder, microscope, etc.)
Ability to share technical / functional knowledge with others to enhance productivity and collaboration

Nice To Haves

Typically require High School Diploma 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent.
AJP preferred
Diamond Essentials class preferred.

Responsibilities

Influence production and shipping schedules when there are delays/issues
Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
Coordinate with other departments to resolve issues to ensure client satisfaction
Handle intake window as needed
Perform other duties as assigned by the supervisor or as per business needs
Receive incoming stone shipments from clients
Prepare stones for shipment/delivery after service completion
Perform item intake process (courier shipments)
Receive, sort and organize stones in accordance with the procedures
Receive shipments from clients and prepare stones for shipment/ delivery after service completion
Perform item intake and item return procedures
Sort and/or expedite services as needed
Generate customs paperwork for shipping
Perform releasing duties for transport process
Perform outweigh and box/pack stones in preparation for delivery to clients
Perform client account registration, renewal and update processes if applicable
Communicate effectively with clients regarding service timelines, updates, and issue resolution
Maintain accurate records of client interactions and service requests
Store stones for next process step in the system and physical location appropriately; facilitate easy retrieval through efficient storage in accordance with required processes
Coordinate with relevant departments to ensure seamless inventory flow
File/pull from the Wall, distribute stones and organize workflow
Perform Vault/IC opening and closing processes