Kerns Fine Jewelry

The Operations &amp; Service Coordinator plays an integral role in the daily operation of the store, combining responsibility for back-of-house operations with coordination of the client service experience.
This position is responsible for assistance in maintaining the accuracy, organization, security, and efficiency of inventory and operational processes, including shipping and receiving, inventory movement, documentation, supplies, and general back-of-house organization. In parallel, the role serves as a key point of coordination for client service needs, ensuring watches and jewelry entrusted to the store are properly documented, tracked, communicated, and returned to clients with exceptional care.
The ideal candidate is highly organized, detail-oriented, discreet, and comfortable managing multiple priorities in a luxury retail environment. This individual should take ownership of processes behind the scenes while understanding that operational excellence directly supports both the client experience and the sales floor.
Back-of-House Operations
<ul>
<li>Assist in the store's daily shipping and receiving activities, ensuring all incoming and outgoing merchandise, service items, supplies, and other packages are processed promptly, accurately, and securely.</li>
<li>Receive merchandise in accordance with company procedures, verifying shipments against accompanying documentation and immediately escalating discrepancies, damage, or other concerns.</li>
<li>Prepare outgoing shipments, including appropriate packaging, documentation, insurance requirements, tracking, and coordination with approved carriers.</li>
<li>Maintain accurate records of incoming and outgoing shipments and ensure appropriate chain-of-custody procedures are followed.</li>
<li>Support the secure movement and transfer of merchandise between store locations, vendors, service centers, and other authorized destinations.</li>
<li>Maintain an organized, clean, secure, and efficient back-of-house environment.</li>
<li>Manage operational supplies and packaging materials and proactively identify replenishment needs.</li>
<li>Partner with management to continuously improve operational procedures, organization, security, and efficiency.</li>
</ul>
Inventory Management &amp; Control
<ul>
<li>Support daily inventory management and maintain a high level of accuracy across all inventory-related activities.</li>
<li>Assist with physical inventory counts, cycle counts, audits, reconciliations, and inventory research.</li>
<li>Ensure merchandise movements, transfers, returns, and other inventory transactions are accurately documented and processed.</li>
<li>Research inventory discrepancies and partner with management to identify and resolve variances.</li>
<li>Maintain accurate physical and digital records relating to merchandise location and status.</li>
<li>Assist with preparation for internal, brand, insurance, and external inventory audits as required.</li>
<li>Support management in maintaining established inventory controls and loss-prevention procedures.</li>
<li>Immediately escalate inventory, security, documentation, or procedural discrepancies to management.</li>
</ul>
Service Coordination
<ul>
<li>Assist as an operational point of contact for watches and jewelry submitted for service.</li>
<li>Accurately receive client merchandise for service and ensure all required documentation, descriptions, photographs, condition information, and client details are properly recorded.</li>
<li>Coordinate the secure transfer of service pieces to internal technicians, authorized service centers, manufacturers, and other approved partners.</li>
<li>Track service pieces throughout the entire service lifecycle and maintain accurate records of their location, status, estimates, approvals, and anticipated completion dates.</li>
<li>Review incoming service estimates and assist the sales or management team with obtaining client approvals when appropriate.</li>
<li>Monitor outstanding service items and proactively follow up with service centers or internal teams when additional information is required.</li>
<li>Coordinate the return and receipt of completed service pieces, verifying documentation and condition prior to preparing items for client delivery.</li>
<li>Ensure completed pieces are properly organized and communicated to the appropriate team member so clients can be contacted promptly.</li>
<li>Maintain organized service records and ensure appropriate documentation is retained according to company and brand requirements.</li>
</ul>
Client &amp; Team Communication
<ul>
<li>Assist in the professional, timely, and thoughtful communication regarding service status, timelines, estimates, and completed repairs when appropriate.</li>
<li>Partner closely with Service Coordinator, Sales Advisors, Management, Watchmakers, Service Centers, and brand partners to resolve service questions efficiently.</li>
<li>Assist in scheduling service appointments, consultations, pickups, and deliveries as needed.</li>
<li>Ensure client concerns or unusual service situations are escalated appropriately and promptly.</li>
<li>Maintain the discretion and confidentiality expected when working with high-value merchandise and client information.</li>
</ul>
Operational &amp; Administrative Support
<ul>
<li>Support daily opening and closing operational procedures as assigned.</li>
<li>Assist with documentation, filing, reporting, data entry, and record retention related to inventory, shipping, receiving, and service.</li>
<li>Maintain organized operational and service records so information can be quickly retrieved when needed.</li>
<li>Support management with operational projects, audits, events, inventory preparation, and other store initiatives.</li>
<li>Work collaboratively across departments and locations when operational or service needs require additional support.</li>
<li>Identify opportunities to simplify processes, improve accuracy, reduce delays, and strengthen accountability.</li>
</ul>

Operations and Service Associate

Operations and Service Associate

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