Client-Focused Luxury After-Sales Liaison

The 1916 Company; Pikesville (MD); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) plan

Paid time off and paid holidays

Employee discount

Job summary

The 1916 Company is seeking an After Sales Liaison to support our luxury jewelry and watch clients in the Pikesville, MD area. You will coordinate repairs, document conditions, and communicate timelines clearly to clients and staff.

In this role you will work with jewelers, watchmakers, and vendors to ensure high-quality service. The position is full-time and in-person, with requirements for strong organizational skills and excellent communication.

Qualifications

• Minimum 2 years in luxury retail, fine jewelry or watch service, luxury hospitality, or luxury automotive.
• Genuine interest in fine jewelry and watches.
• Strong multitasking ability without sacrificing client service quality.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office; experience with POS or repair platforms (Salesforce and Netsuite) are a plus.
• Ability to resolve client issues, prioritize tasks, and manage multiple repairs simultaneously.
• Available for retail hours including weekends and some holidays.

Responsibilities

• Serve as the primary liaison between clients, sales associates, jewelers, watchmakers, and vendor partners.
• Write up items for service; verify gemstones, confirm watch brands/styles, and document condition upon intake.
• Create and enter repair tickets, estimates, completion dates, and pick-up dates into the POS system.
• Explain pricing, service timelines, and shipping/handling charges to clients clearly and confidently.
• Provide clients with status updates and notify them promptly of delays.
• Communicate daily with vendors; calculate estimates and relay to clients.
• Prepare, package, and ship items to vendor partners for services beyond in-house capabilities.
• Perform basic services including jewelry cleaning, watch bracelet sizing, strap and battery changes.
• Complete quality control on all finished repairs prior to client notification.
• Prepare finished items for pick-up, confirm pricing, and record all information.
• Listen to client concerns and resolve issues professionally; escalate to management when necessary.
• Maintain organized files including job bags, shipping records, and service documentation.

Skills

Luxury retail experience

Multitasking

Client service

Written & verbal communication

Microsoft Office

POS systems experience

Salesforce/Netsuite familiarity

Weekend availability

Tools

Salesforce

Netsuite

POS system

Job description

The 1916 Company is seeking an After Sales Liaison to support our luxury jewelry and watch clients in the Pikesville, MD area. You will coordinate repairs, document conditions, and communicate timelines clearly to clients and staff.

In this role you will work with jewelers, watchmakers, and vendors to ensure high-quality service. The position is full-time and in-person, with requirements for strong organizational skills and excellent communication.