Order Fulfillment Support

Diamonds Direct•Charlotte, NC

5d•Onsite

About The Position

The Order Fulfillment Support person is a cross‑functional store‑based role responsible for executing customer‑facing and operational processes that remain local to the store. This role supports daily store operations by managing customer interactions, repairs, order and fulfillment activities, inventory handling, administrative tasks, and brand standards. The Order Fulfillment Support person ensures operational accuracy, brand consistency, and compliance with company procedures while partnering with Store Leadership and Central Operations to deliver reliable, efficient, and high‑quality customer experience.

Requirements

High school diploma or equivalent
1–3 months of retail, customer service, or operations support experience (or equivalent combination of education and experience)
Strong attention to detail and ability to follow established procedures
Ability to manage multiple tasks in a fast‑paced retail environment
Basic proficiency with computer systems and Microsoft 365 tools
Must be able to work Saturdays

Nice To Haves

Experience in jewelry, luxury retail, or high‑value merchandise environments
Familiarity with POS, inventory, order, or repair management systems

Responsibilities

Deliver a consistent, high‑quality in‑store customer experience aligned with company service standards
Greet and assist walk‑in customers in a professional and welcoming manner
Answer incoming customer calls and direct inquiries appropriately
Support customers with merchandise pickups, service questions, and general store needs
Maintain a clean, organized, and brand‑aligned front‑of‑house environment
Receive and document all customer jewelry requiring repair
Verify item details, condition, warranty status, and required services
Complete accurate and thorough repair intake forms, pictures and notes
Communicate repair expectations, timelines, and status updates using approved systems
Track repair progress to ensure timely completion
Safeguard customer items through proper handling, storage, and chain‑of‑custody procedures
Perform quality checks prior to repair release to ensure company standards are met
Execute Buy Online Pick Up In Store (BOPIS) and Buy Online Ship to Store (BOSS) fulfillment processes
Support layaway, repair, and special order execution at the store level
Perform quality control checks on merchandise and validate order accuracy
Receive stock and memo inventory created by Central Operations
Ensure proper documentation, system updates, and store handling of all inventory received
Perform physical inventory counts and support inventory audits
Complete daily inventory tracking and reconciliation activities
Support warranty management and documentation processes
Maintain organized shop and inventory storage areas
Assist with ongoing inventory maintenance and shop organization
Remove donation merchandise from inventory in accordance with company procedures
Complete store‑level administrative tasks required for daily operations
Maintain accurate logs, reports, and operational documentation
Order office supplies and branded materials as needed
Support store‑level expense awareness and limited, approved purchasing
Follow established SOPs, operational controls, and documentation standards
Support store‑level brand initiatives and approved in‑store or local events as needed
Ensure store presentation and merchandise appearance remain aligned with brand standards
Communicate internal initiatives, goals, or updates as directed by leadership
Adhere to all operational procedures, safety requirements, and company policies
Identify and escalate inventory, repair, order, or process exceptions to leadership
Provide flexible operational coverage across customer service, store operations, and administrative needs
Partner with Central Operations to ensure alignment between store execution and centralized processes