Returns & Repairs Associate
About The Position
Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Returns & Repairs Associate to become an integral part of our team. In this role, the Returns & Repairs Associate will be responsible for the end-to-end management of client repairs, damaged returns, and service-related requests. This role is based in our Midtown NYC office, is client-facing, and works closely with Customer Care, Ecommerce Operations, Bridal, 3PL partners, and Product Development. Success in this role requires strong operational follow-through, experience is quality assurance, systems accuracy, and polished communication.
Requirements
- 3+ years in operations, repairs, client service, or order management
- Strong attention to detail, urgency, and ability to manage high-volume priorities
- Clear, professional written and verbal communication skills
- Advanced comfort with Excel/Google Sheets and operational tracking
- Strong judgment handling escalations and accommodations within guidelines
Nice To Haves
- At least 6 months of fine jewelry quality assurance preferred
- Bachelor’s degree preferred or equivalent experience
Responsibilities
- Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation (including Bridal, ecom, and stores)
- Inspect pieces upon receipt and route to proper jeweler for repair
- Create job bags and keep all repairs organized
- Research item/service history and maintain detailed case notes
- Manage timelines and set clear expectations with customers and internal teams
- Coordinate replacement components (stones/materials) with Production as needed
- Confirm quality standards prior to return shipment
- Communicate trends and issues with PD
- Report on trends and findings to support prevention and process improvements
- Manage damaged return workflows with our 3PL, including photo documentation and investigations
- Track case outcomes (repair, replacement, denial, return) and ensure consistent internal updates
- Own all client communications related to repairs, damage-in-transit and damaged-return cases
- Report on trends and findings to support prevention and process improvements
- Share insights across Customer Care, Ecommerce Ops, and Product Development to assess whether issues are wear & tear, shipping/handling, or quality-related
- Support escalations and goodwill accommodations within approved budget/policy
- Maintain trackers, system updates, and monthly reporting on service volume + turnaround times
- Assist with logistics coordination and occasional special shipments/insurance requirements
Benefits
- Health, Vision & Dental Insurance for full-time employees
- Generous employee discounts on our fine jewelry
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
