Service Center Coordinator

The Service Center Coordinator (Coordinator) supports the client servicing experience for the store. The Coordinator has varying responsibilities in the New York Service Center depending on daily needs. The Coordinator has a passion for providing excellent client service and partners with store leadership on key initiatives which support the team and the store’s goals.

The Coordinator is a key holder who acts as a manager on duty when a manager is unavailable. Duties include order flow management, coordinating activities with the store teams, resolving order issues, and answering staff questions.

The Coordinator will perform all functions of the Cross Functional Service Center Specialist. They will participate in managing the Service Center's parts inventory, ordering parts as needed from the Tiffany Service Center, performing cycle counts as required by accounting practices, and identifying and resolving inventory issues. The Coordinator will also provide machine engraving and embossing services for Tiffany & Co. products and packaging, ensuring orders are completed to company servicing and quality standards.

The Coordinator is a servicing expert, answering questions from store personnel and educating on servicing. They are responsible for accurately processing and updating service orders that are received in the department. The Coordinator ensures that daily service levels are met, as well as providing management with frequent updates for all assigned service orders. While continuously ensuring security of the merchandise for each assigned service order, the Coordinator stages these orders for movement through the department. They will also act as a liaison to the store for all internal clients, fielding servicing questions.

What You'll Do:

• The Coordinator will analyze and systematically process service orders, ensuring orders meet service delivery and quality standards. Processing includes, but is not limited to, order logging, prioritization and communication, supplying materials, washout, quality assurance, and preparing of shipments

• Contribute to the completion of Client Owned Merchandise (COM) and stock repair orders by performing technical processes requiring the use of certain equipment, specifically machine engraving and embossing services for Tiffany & Co. products and packaging, ensuring orders are completed to company servicing and quality standards. Report order issues and equipment needed to management in a timely manner 

• The Coordinator serves as the manager on duty when a manager is unavailable, ensuring the workflow is maintained, coordinating activities of the Service Center team, and resolving order issues. The Coordinator will also partner and assist management with projects when necessary

• Manage parts inventory, including cycle counts and parts ordering, while ensuring accuracy. Work with management to identify and resolve inventory issues

• The Coordinator will act as a liaison to the Service Center technical staff by troubleshooting service issues and assisting in the response to internal client inquiries within the established time frames. The Coordinator will also serve as a Service Center expert, answering servicing questions from store personnel and assisting them in their urgent client needs. The Coordinator must always communicate in an effective client-centric manner and be able to decipher and clearly share technical guidance and/or suggestions in basic terms to retail partners

Required Qualifications:

• High School diploma or equivalent

• Strong verbal and written communication skills

• High level of approachability and the ability to convey the proper tone when communicating (e.g., empathy, sincerity, confidence)

• Proficiency with Microsoft Office, especially Outlook and Excel

• 2 years' experience in a retail, operations, or in a technical environment

• Strong organizational skills

• Strong ability to multi-task and deal with shifting priorities

• Availability to work evenings and weekends

Preferred Qualifications:

• Bachelor’s degree

• Prior supervisory or team leadership experience

• Experience in machine engraving and/or embossing 

• Inventory management knowledge

• Knowledge of Tiffany & Co. computer systems (e.g., Repair System, AS400, JD Edwards)

• Graduate Gemologist