The Special Order Associate is responsible for supporting store special orders, vendor management, new program/product support, call stones, custom jewelry, and web orders. Supporting store special orders requires store interaction, vendor follow-up, creating/managing reports, managing service level agreements, pricing jewelry with margins, and customer interaction. The Special Order Associate will work across multiple departments, but closely with the merchandise department.
PRINCIPAL ACCOUNTABILITIES:
• Special Order Process – Gather information and process special orders for our stores and/or customers. Track special orders and follow up with vendors to ensure accurate and timely delivery of merchandise.
• Call Stones – Support the call stone program working with vendors and stores on securing diamonds for client appointments.
• Custom Jewelry – Working with stores, and Customer Care, associates on unique items to be made specific for customers This includes qualifying, gathering information, vendor partnership, providing renders, creation, and pricing the product.
• Product Information – Answer store requests pertaining to product information and assist Customer Care Associates in resolving customer issues related to special orders.
• Vendor Management – Manage purchase orders from vendors ensuring timely delivery and processes are met based on contract SLA’s.
• PO Management – Ensure PO’s flow through to vendors, and confirm PO’s supporting billing/inventory.
• SKU Creation – Create new product SKU’s according to Helzberg Diamonds requirements including product description and pricing.
• Ecommerce Support – Work closely with Ecommerce and Customer Care on products ordered on helzberg.com, including new product/vendor launches.
• Other Duties – Assume responsibility for additional projects or responsibilities as assigned to support the Special Order Department.
QUALIFICATIONS:
• Associate’s degree in Retail Management or Business Administration preferred and one to three years of experience in retail or customer service required, or an equivalent combination of education and experience.
• GIA certification or jewelry experience is preferred.
• Strong communication skills, and the ability to use desktop software (Email, Excel, Word) are required.
• Must also have the ability to solve problems, perform general math, good customer service, and resolve customer conflicts.
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