Job Title:
Service Operations Coordinator
Job Summary:
The Service Operations Coordinator is responsible for ensuring the seamless coordination of service, production, and logistics activities within the workshop.
Key Responsibilities:
* Manage incoming service requests from internal departments and retail teams.
* Serve as a liaison between showroom teams, the workshop, and production staff to communicate job requirements, timelines, and updates.
* Coordinate production schedules for special orders, ensuring timely completion and delivery.
* Monitor SPORD progress and follow up to ensure deadlines and quality standards are met.
* Support workflow coordination between jewelers, suppliers, and support staff.
Retail Support & Workshop Management:
* Respond to service-related enquiries from retail and customer service teams.
* Coordinate the return, repair, and rework of items, ensuring accurate documentation and proper handling.
* Assist in resolving post-sale customer issues, including repairs, adjustments, and exchanges.
Reporting & Documentation:
* Maintain accurate and up-to-date job records using internal systems for traceability and compliance.
* Contribute to weekly and monthly reports on service performance, order volumes, and turnaround times.
Logistics & Dispatch:
* Coordinate domestic and international shipments, including SPORD deliveries, repairs, and warranty returns.
* Oversee stock movements to and from the Distribution Center (DC) and workshop for finished goods and components.