Jewelry and Watch Coordinator Specialist

Kerns Fine Jewerlry; Burlingame (CA); On-site; USD 42,000 - 60,000; Full time

Job summary

Kerns Fine Jewerlry is seeking a Watch & Jewelry Repair Take-In Coordinator to manage intake, documentation, and client communication for repair services. You will be the first contact for repair clients, ensuring items are evaluated, documented, and routed to technicians while delivering an exceptional client experience.

The role requires greeting clients, documenting item condition, creating intake tickets, explaining processes, coordinating with technicians, maintaining item tracking,

Qualifications

• Experience in luxury retail, jewelry, watch service, or customer service.
• Attention to detail and documentation; use of a loupe.
• Gemology education: GIA or AGS.
• Experience in jewelry evaluation.
• Strong communication and interpersonal skills.
• Ability to handle high-value merchandise with care and discretion.
• Basic knowledge of watch/jewelry components (training provided).
• Proficiency with POS, CRM, or repair-tracking software.
• Strong organizational and multitasking abilities.
• Strong computer skills.

Responsibilities

• Greet clients and professionally receive watches and jewelry for repair.
• Conduct initial inspections and document item condition, materials, brand, serial numbers, value, and client concerns.
• Create accurate repair intake tickets with service descriptions, estimates, and delivery timelines.
• Explain repair processes, timelines, and policies to clients.
• Check incoming repairs for deficiencies and proper documentation.
• Coordinate with in-house or external technicians for routing and prioritization.
• Maintain organized tracking from intake through completion and pickup.
• Communicate status updates to clients via phone, email, or messaging.
• Process repair payments and related transactions.
• Ensure proper packaging, labeling, and secure storage of items.
• Assist with quality-control checks at completion to confirm alignment with intake.
• Support service-to-sales by referring clients to sales associates when appropriate.

Skills

Luxury retail experience

Attention to detail

Strong communication

Organizational excellence

Discretion with high-value items

Customer service

Professional presentation

Multitasking

Team coordination

Education

Gemology (GIA or AGS)

Tools

POS

CRM

Repair tracking systems

Job description

Job Title: Watch & Jewelry Repair Specialist

Position Summary:
The Watch & Jewelry Repair Take-In Coordinator is responsible for managing the take-in, documentation, and client communication for all watch and jewelry repair services. This role serves as the first point of contact for repair clients, ensuring items are accurately evaluated, documented, and routed to the appropriate repair technicians while delivering exceptional client experience.

Key Responsibilities

• Greeting clients and professionally receive watches and jewelry for repair or service.
• Conduct initial visual inspections and document item condition, materials, brand, serial numbers, value, and client concerns.
• Create accurate repair intake tickets, including service descriptions, estimates (when applicable), and delivery timelines.
• Clearly explain repair processes, delivery timelines, and policies to clients.
• Check incoming repairs for deficiencies and condition documentation (broken, chipped or nicked stones, cracks, dents etc.).
• Coordinate with in-house or external repair technicians to ensure proper routing and prioritization of jobs.
• Maintain organized tracking of all repair items from intake through completion and client pickup.
• Communicate status updates to clients via phone, email, or messaging as required.
• Process repair payments, and related transactions.
• Ensure proper packaging, labeling, and secure storage of all repair items.
• Assist with quality-control checks at completion to confirm work matches the intake description.
• Support service-to-sales opportunities by identifying maintenance or upgrading needs and referring clients to sales associates when appropriate.

Qualifications

• Previous experience in luxury retail, jewelry, watch service, or customer service a must.
• Strong attention to detail and accuracy in documentation and use of a magnifying device such as a Loupe.
• Education in Gemology (GIA or AGS)
• Experience in Jewelry Evaluation
• Excellent communication and interpersonal skills.
• Ability to handle high-value merchandise with care and discretion.
• Basic knowledge of watch and jewelry components preferred (training provided).
• Proficiency with POS, CRM, or repair tracking systems.
• Strong organizational and multitasking abilities.
• Strong Computer Skills.

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Key Competencies

• Client-focused service mindset
• Precision, accountability and accuracy
• Organizational excellence
• Professional presentation and communication
• Trustworthiness and confidentiality