Client Repairs & Quality Coordinator — NYC

Solomon Page; New York (NY); On-site; USD 41,000 - 48,000; Part time

Benefits offered by this job

Medical benefits

Dental benefits

401(k)

Direct deposit

Commuter benefits

Job summary

Solomon Page is seeking a freelance Returns & Repairs Associate for a top jewelry company in Midtown Manhattan. You will manage end-to-end client repairs, damaged returns, and service requests, interfacing with Customer Care, Ecommerce Operations, Bridal, and Production.

The role emphasizes accuracy, timely follow-through, quality assurance, and polished communication in a fast-paced environment. Previous jewelry QA experience and strong Excel skills are a plus.

Qualifications

• 3+ years of experience in operations, repairs, client service, or order management.
• At least 6 months of fine jewelry quality assurance experience preferred.
• Strong attention to detail, urgency, and ability to manage high-volume priorities.
• Clear, professional written and verbal communication skills.
• Advanced comfort with Excel/Google Sheets and operational tracking.
• Bachelor’s degree preferred or equivalent experience.
• Exceptionally organized with strong ownership and follow-through.
• Detail-oriented with a commitment to quality and accuracy.
• Clear, professional communicator in client-facing, internal, and external interactions.
• Solutions-oriented problem solver in a fast-paced environment.

Responsibilities

• Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation, including Bridal, e-commerce, and stores.
• Inspect pieces upon receipt and route to the proper jeweler for repair.
• Create job bags and keep all repairs organized.
• Research item/service history and maintain detailed case notes.
• Manage timelines and set clear expectations with customers and internal teams.
• Coordinate replacement components, including stones and materials, with Production as needed.
• Confirm quality standards prior to return shipment.
• Communicate trends and issues with Product Development.
• Report on trends and findings to support prevention and process improvements.
• Lead the evaluation and continuous improvement of repair operations by identifying opportunities to increase efficiency, enhance the customer experience, and optimize internal workflows.
• Develop and implement scalable processes that support business growth and operational excellence.
• Manage damaged return workflows with the 3PL, including photo documentation and investigations.
• Track case outcomes, including repair, replacement, denial, and return, and ensure consistent internal updates.
• Own all client communications related to repairs, damage-in-transit, and damaged-return cases.
• Report on trends and findings to support prevention and process improvements.
• Share insights across Customer Care, Ecommerce Operations, and Product Development to assess whether issues are wear and tear, shipping/handling, or quality-related.
• Support escalations and goodwill accommodations within approved budget/policy.
• Maintain trackers, system updates, and monthly reporting on service volume and turnaround times.
• Assist with logistics coordination and occasional special shipments/insurance requirements.

Job description

Solomon Page is seeking a freelance Returns & Repairs Associate for a top jewelry company in Midtown Manhattan. You will manage end-to-end client repairs, damaged returns, and service requests, interfacing with Customer Care, Ecommerce Operations, Bridal, and Production.

The role emphasizes accuracy, timely follow-through, quality assurance, and polished communication in a fast-paced environment. Previous jewelry QA experience and strong Excel skills are a plus.