Retail Operations Coordinator

Brilliant Earth•Boston, MA

18d•Onsite

About The Position

The Retail Operations Coordinator supports daily operations at Brilliant Earth's Seaport showroom in Boston, Massachusetts, while helping deliver exceptional, personalized experiences to customers. The role combines customer-facing service with inventory, fulfillment, appointment, and showroom responsibilities. The coordinator greets customers, supports the sales team, maintains a welcoming luxury environment, and helps ensure secure and accurate handling of products and orders. This is an in-person role with a target schedule of Tuesday through Saturday.

Requirements

A dedicated desire to connect with customers, solve problems, and create positive experiences.
Excellent written and verbal communication skills.
Strong attention to detail.
Ability to think critically and adapt quickly in a flexible environment.
Exceptional time management skills and accountability.
Team-oriented approach and ability to work collaboratively across functions.
Strong computer and organizational skills.
Ability to work a full-time Tuesday-through-Saturday schedule.

Nice To Haves

Customer service skills and experience in a fast-paced retail or hospitality environment.
Interest in socially and environmentally responsible organizations and products.

Responsibilities

Create personalized customer experiences and maintain a welcoming showroom environment.
Greet and welcome guests with enthusiasm, warmth, and professionalism.
Send and receive products from the New Jersey headquarters and external vendors, and reconcile inventory in the computer system.
Facilitate order fulfillment by preparing and packaging customer materials, managing inventory, and keeping the packaging area organized.
Manage the security of goods and provide expertise on operational policies and procedures.
Maintain showroom visual merchandising and retail operations standards, including planograms, seasonal roll-outs, decor, signage, and regular reviews or checkpoints.
Organize appointments for pickups, resizing, and repairs.
Assist walk-in clients by matching them with an available sales representative or scheduling a return visit.
Seek ways to improve the customer experience and support the sales team.
Enforce waiting-room policies to maintain a safe and pleasant experience for guests.

Benefits

Training program and career growth opportunities.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
Company-sponsored learning and tuition reimbursement for role-specific training.
Employee discount on jewelry.
Mental health resources, self-care apps, seminars, and 24/7 counseling through the Employee Assistance program.
Giving-back programs and volunteer opportunities.
Medical, dental, and vision plans, with employer HSA contributions.
401(k) match.
Three weeks of accrued PTO in the first year.
Paid parental leave.
Employer-paid disability and life insurance.
Pre-tax commuter benefits.