Online Operations Specialist

Diamonds Direct; Charlotte (NC); On-site; USD 25,000 - 30,000; Part time

Job summary

Diamonds Direct is seeking a Part-time Online Operations Support Specialist to assist with the day-to-day execution of online order and customer service operations from our Headquarters in Charlotte, NC. The role collaborates with Online Operations, fulfillment partners, store teams, and the sales group to ensure timely order processing and accurate documentation.

The ideal candidate is highly organized, detail-oriented, and comfortable working across multiple systems in a fast-paced retail

Qualifications

• Experience in retail operations, e-commerce, fulfillment, customer service, jewelry, luxury retail, or administrative support preferred.
• Strong attention to detail, organization, follow-through, and accountability.
• Comfortable learning internal systems, order management tools, and reporting documents.
• Strong written and verbal communication skills.
• Ability to independently manage multiple tasks and prioritize time-sensitive work.
• Comfortable handling high-value merchandise with care and accuracy.
• Proficiency with Microsoft Outlook, Excel, Teams, and general computer systems preferred.

Responsibilities

• Support online order processing and fulfillment workflows to ensure orders are completed accurately and on time.
• Finalize and update orders in internal systems prior to shipment or customer pickup.
• Monitor order status reports and ready-to-ship tracking documents to help ensure fulfillment timelines are met.
• Create and send customer shipping labels for repairs, returns, and exchanges.
• Receive, document, and coordinate customer repairs, including intake, tracking, and customer communication.
• Assist with quality control checks for online orders, repairs, returns, and exchanged merchandise.
• Support return and refund processing in accordance with company procedures.
• Fulfill Headquarters-based online orders, including pulling, quality checking, and preparing items for shipment.
• Reconcile and close daily operational batches as needed.

Skills

Retail operations

E-commerce

Fulfillment

Customer service

Jewelry

Luxury retail

Administrative support

Tools

Microsoft Outlook

Excel

Teams

Job description

The Part-Time Online Operations Support Specialist supports the day-to-day execution of Diamonds Direct’s online order and customer service operations. This on-site Headquarters role supports fulfillment, repairs, returns, shipping coordination, and related workflows that help ensure a seamless customer experience from purchase through delivery.

This position works closely with Online Operations, fulfillment partners, store teams, and customer-facing sales team members to support timely order processing, accurate documentation, and consistent execution of online procedures. The ideal candidate is highly organized, detail-oriented, comfortable working across multiple systems, and able to manage time-sensitive tasks in a fast-paced retail environment.

Key Responsibilities

• Support online order processing and fulfillment workflows to ensure orders are completed accurately and on time.
• Finalize and update orders in internal systems prior to shipment or customer pickup.
• Monitor order status reports and ready-to-ship tracking documents to help ensure fulfillment timelines are met.
• Create and send customer shipping labels for repairs, returns, and exchanges.
• Receive, document, and coordinate customer repairs, including intake, tracking, and customer communication.
• Assist with quality control checks for online orders, repairs, returns, and exchanged merchandise.
• Support return and refund processing in accordance with company procedures.
• Fulfill Headquarters-based online orders, including pulling, quality checking, and preparing items for shipment.
• Reconcile and close daily operational batches as needed.
• Provide support to showroom teams for order inquiries, payment processing, and fulfillment-related questions.
• Partner with Online Operations, Shipping, Inventory, Customer Service, and store teams to resolve order issues.
• Follow company policies, operational procedures, and asset protection standards when handling customer
• merchandise and high-value inventory.

Qualifications

• Experience in retail operations, e-commerce, fulfillment, customer service, jewelry, luxury retail, or administrative support preferred.
• Strong attention to detail, organization, follow-through, and accountability.
• Comfortable learning internal systems, order management tools, and reporting documents.
• Strong written and verbal communication skills.
• Ability to independently manage multiple tasks and prioritize time-sensitive work.
• Comfortable handling high-value merchandise with care and accuracy.
• Proficiency with Microsoft Outlook, Excel, Teams, and general computer systems preferred.

Physical Requirements

• Ability to work on-site at Diamonds Direct Headquarters.
• Ability to handle, package, and organize merchandise, repair items, and shipments.
• Ability to lift and move packages and inventory as needed.
• Ability to sit, stand, and move throughout the workday while supporting operational workflows.

Schedule / Availability

• In-office position based at Diamonds Direct Headquarters in Charlotte, NC.
• Part-time position, approximately 20 hours per week.
• Scheduled weekday daytime hours based on business and operational needs.
• Additional hours may be available during peak sales periods, promotional events, holidays, or team coverage needs.
• Position requires regular communication and collaboration with remote leadership and team members while working on-site at Headquarters.