Customer Support Specialist

Job Description

Job Description

We are looking for a dedicated Customer Support Specialist to join our team in Los Angeles, California. In this role, you will be the primary point of contact for customers, ensuring their inquiries and concerns are addressed promptly and professionally. You will collaborate closely with internal departments to deliver exceptional service, maintain accurate documentation, and contribute to the overall success of our operations.

Responsibilities :

• Respond to customer inquiries regarding product details, order placements, shipping updates, and repair services.
• Address and resolve customer complaints or issues with efficiency and professionalism.
• Maintain detailed records of customer interactions and ensure timely follow-ups as necessary.
• Partner with internal teams such as Sales, Production, and Shipping to effectively manage complex customer concerns.
• Handle sales orders for customer purchases and inventory items, ensuring accuracy and timeliness.
• Prepare sales orders and job envelopes, and organize daily shipments to meet operational deadlines.
• Collaborate with the owner to design new styles and contribute ideas for innovative products.
• Create invoices for completed custom orders, repairs, and wholesale shipments, ensuring accuracy in pricing and materials used.
• Verify all documentation, including certificates, appraisals, and photos, is included with final invoices or shipments.
• Conduct quality checks to confirm the accuracy of labor charges, gemstones, and metals used in customer orders.
• Minimum of 3 years of experience in customer support or a related field.
• Proficiency in inventory tracking and management, including annual physical inventory processes.
• Familiarity with assembly line operations and asset inventory systems.
• Experience working in a business-to-business (B2B) environment.
• Knowledge of handmade jewelry production and related workflows.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Excellent communication skills, both verbal and written, to interact with customers and internal teams.
• Attention to detail in verifying invoices, documentation, and product specifications.