Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Quality, Establish Priorities, Follow Through, Maintenance Services, Manufacturing, Online Chat, Oracle Manufacturing Suite, Problem Solving Skills, Production Support, Returns Processing, Stonesetting, Team Player, Time Management
Join our Customer Experience team and be part of a dynamic environment where you'll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Service team delivers excellent customer interactions through thoughtful communication, problem-solving, and relationship-focused support. The team provides service across phone, email, web, and chat, partners cross-functionally to meet customer needs, and ensures accurate customer information is captured and maintained.
The Customer Care Specialist supports stone setting and manufacturing by managing customer stones, corrections, repairs, and returns. This role partners cross-functionally to ensure accuracy, efficiency, and on-time delivery, helping minimize errors and support high standards of quality and customer satisfaction.
Key Responsibilities
- Manage the department inbox by prioritizing and responding to internal and customer inquiries related to orders, engraving, stone setting, and other service requests.
- Process Old Job New Job (OJNJ) requests and coordinate with Fulfillment, Production, and other internal teams to ensure timely resolution.
- Review customer stone submissions for accuracy, measurements, mounting tolerances, and order requirements; coordinate evaluations and approvals as needed.
- Investigate discrepancies, damage claims, and order corrections, partnering cross-functionally to resolve issues and support on-time delivery.
- Escalate urgent matters and work directly with manufacturing teams to address production-related concerns.
- Process returns, repairs, and incoming mail, including research, routing, disposition decisions, order creation, tracking, and customer communication.
- Participate in quality reviews to determine outcomes for returned, repaired, or corrected items and ensure appropriate follow-through.
- Serve as a departmental resource on stone setting, repairs, corrections, and order workflows while supporting continuous collaboration, accuracy, and efficiency across teams.
Preferred Qualifications
- Advanced Oracle experience supporting manufacturing or production workflows
- Familiarity with Stuller.com, Web Administration tools, and/or DAS
Stuller is the jewelry industry's largest manufacturer, supplier, and technology developer in North America. With a customer base spanning the globe, we serve jewelry professionals through an unmatched selection of quality products, expert and friendly service, and the fastest delivery. We are powered by our employees, their creativity, their energy, and their commitment to creating exceptional experiences.
We are committed to our employees' comprehensive health and happiness. Our award-winning wellness initiatives and benefits help Stuller to stand out as one of the top employers in Louisiana. Learn more about our benefits by clicking here.