Specialized Operations Associate, Supervisor
About The Position
Under the leadership of the Assistant General Manager, Operations (AGMO), the Specialized Operations Associate Supervisor leads, trains, and supervises daily operations of the General Office, Jewelry Department, and, at select locations, the Returns Desk. The role includes tracking and maintaining financial reporting, driving profitability through execution of SOA KPIs, and supporting operational standards and internal audit readiness. The supervisor coordinates store opening activities and oversees cash and register processes, customer issue escalation, jewelry receiving and inventory accuracy, shipping and transfers, repair tracking, trunk show merchandise, special orders, and jewelry fulfillment. At locations with a Returns Desk, the role also oversees customer service, associate scheduling, product organization, transfers, and return-transfer compliance. The position partners with the AGMO and corporate team on workload planning and cross-functional training, helps implement policies and best practices, makes recommendations to management, and supports managers and associates on the selling floor as needed. The role requires a flexible schedule based on business needs and the ability to lift cartons up to 50 pounds, climb ladders, and handle merchandise racks and carts.
Requirements
- Ability to drive profitability through execution of SOA KPIs.
- Comfort with real-time coaching and working closely with associates, store leadership, and cross-functional corporate partners.
- Ability to work effectively in a fast-paced, team-oriented environment requiring substantial multitasking and minimal supervision.
- Ability to work a flexible schedule based on business needs and adhere to Dependability standards.
- Attention to detail and ability to keep a personal workspace organized.
- Ability to influence team members to follow store policies and procedures and support decision-making.
- Verbal and written communication skills, with the ability to handle telephone and face-to-face interactions professionally and effectively.
- Ability to maintain confidentiality when handling issues.
- Ability to lift cartons up to 50 pounds, climb ladders, and handle merchandise racks and carts.
- Strong computer skills, including Google and Microsoft Office, and ability to adapt to changing technology.
Responsibilities
- Lead and coordinate store opening activities, including the safe, controller, registers, and distribution of reports.
- Supervise the SOA team’s daily functions, including morning cash entry, bank deposits, chargeback reconciliation, and register and petty cash counts.
- Resolve escalated internal and external customer issues.
- Follow and train Jewelry Standards and Shipping Guidelines, recommend process improvements, and maintain inventory accuracy.
- Receive and verify jewelry and ensure it is properly booked according to Company standards.
- Supervise processing of re-tickets, RTVs, transfers, ASN shipments, and price changes.
- Oversee merchandise retrieval and processing for returns or transfers to vendors in accordance with Company standards.
- Ensure case counts are completed, merchandise is entered into the case count system after receipt, and discrepancies are reconciled.
- Maintain and audit the repair log, track repairs sent to vendors or local shops, and submit repair invoices.
- Receive and verify trunk show merchandise, assist with setup and takedown, recap results, and manage consignment merchandise through its lifecycle.
- Ensure the SOA team prepares and submits special-order requests.
- Process and oversee jewelry fulfillment.
- At select locations, resolve Returns Desk customer issues, ensure customer service for clients returning products, oversee associate scheduling and product organization, create, pack, and manifest transfers, and achieve return-transfer compliance of 95% or higher.
- Maintain internal audit readiness and adherence to audit standards, including keeping vault and safe contents up to date.
- Support the AGMO and corporate team with cross-functional training of the specialized operations team.
- Assist with implementing policies and best practices and make recommendations to the management team.
- Partner proactively with the AGMO and corporate team on weekly and monthly workload.
- Motivate the team to meet results and make recommendations to management regarding hiring, firing, and promotion decisions.
- Assist managers and associates on the selling floor as needed.
- Follow up on reporting, outstanding invoices, and escalated issues through resolution.
- Perform other store initiatives assigned by management.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Basic life insurance
- Supplemental life insurance
- Disability insurance
- Additional voluntary benefits, such as critical illness, hospital, and accident insurance
- Employee discount
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
