Client Experience & Retail Operations Assistant

Job Description

Position Summary \n

Cristy Cali Jewelry is hiring a Client Experience & Retail Operations Assistant to be the primary voice and face of our brand for every customer, collector, and wholesale partner who reaches out or walks through our door. This role leads all customer communication across phone, email, live chat, text, and social media, and serves as the steward of our private showroom, including Saturday retail hours and private appointments.

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Secondarily, this person supports our Retail Operations Coordinator with product page development and steps in wherever the team needs a hand. We're a small, close-knit team, which means everyone wears multiple hats — we're looking for someone who genuinely wants to contribute, be of service, add value, and help make a real difference in a growing company. This is an ideal role for someone who loves jewelry, thrives on organization, and genuinely enjoys taking care of people.

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Key Responsibilities Customer Service and Retail Partner Success (Primary, B2C and B2B)\n

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• Own all incoming customer communication: phone calls, email inboxes, Shopify Inbox chat, text messages, and direct messages across social media
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• Respond promptly, courteously, and professionally while firmly upholding company policies
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• Serve as the dedicated point of contact for our wholesale retail partners, building genuine relationships rather than transactional check-ins
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• Proactively ask each partner what support they need to succeed: marketing materials, special displays, custom signage, co-branded assets, and more
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• Prepare and send a newsletter to wholesale partners whenever new products arrive, highlighting what's new and relevant to their store
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• Follow up consistently with each account to ensure orders, materials, and needs are being met
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• Explore opportunities to add value to each partner's store, including exclusive or store-specific jewelry designs developed in collaboration with them
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• Coordinate opportunities for Cristy Cali Jewelry to host in-store trunk shows or events with retail partners
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• Physically visit local retail partners as needed to deliver product, check in on how the brand is being represented, assess display and signage needs, and ensure jewelry on display is clean and well-presented
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• As the wholesale account list grows beyond 3-5 partners, transition from individual outreach to a scalable email platform (such as Klaviyo) to manage partner communication
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• Build and document repeatable systems and processes for retail partner success as the account base grows
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• Support the growth of the wholesale program by helping identify and onboard new accounts
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Showroom Leadership (Primary)\n

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• Serve as the showroom's home-based team member, working on-site on a regular basis
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• Maintain showroom cleanliness and organization at all times
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• Clean jewelry and maintain properly arranged, presentable displays
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• Provide in-person customer service during Saturday public retail hours
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• Support private appointments throughout the week
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Product Page Support (Secondary, as needed)\n

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• Assist the Retail Operations Coordinator with product page development
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• Resize and prepare product images to meet correct dimensions for Shopify
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• Input product data including product tables, descriptions, retail pricing, and dimensions
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• Learn Shopify product page workflows to build pages independently over time
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Team Culture and Support (Ongoing)\n

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• Step in wherever needed to support teammates — we're a small team, and everyone contributes beyond their core role
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• Bring a genuine willingness to be of service, add value, and help the business grow, not just complete assigned tasks
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• Embrace a hands-on, all-hands mindset where flexibility and initiative are part of everyday work
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Qualifications and Ideal Traits \n

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• Exceptional attention to detail and strong organizational skills
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• Systems and process oriented; quick to learn and follow new workflows
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• Respectful, courteous, and warm, with a genuinely people-first attitude
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• Firm and confident enforcing company policies without being a pushover
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• Patient, steady, and calm under pressure
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• Retail or in-person customer service experience strongly preferred
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• Comfortable managing multiple communication channels at once
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• Eager to learn about jewelry, gemstones, and the craft behind the brand
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• A genuine love of jewelry is a major plus
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• Comfortable in a small-team environment where roles overlap and everyone pitches in wherever needed
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• Motivated by contribution and impact — wants to be of service and help move a growing company forward, not just complete a task list
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This role is designed as an entry point into a real career path, not a fixed position. Cristy Cali Jewelry is building a wholesale and B2B business, and the person who steps into this role has the opportunity to grow with it.

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Within 6-12 months , the expectation is to become a Wholesale Specialist (or Retail Partner Success Manager) — fully owning the relationships, systems, and processes for our current wholesale accounts, with pay increasing as this responsibility deepens and additional accounts are added.

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Beyond that, the opportunity is uncapped. As our wholesale pipeline grows, this person can move into business development: launching small B2C pop-up events, securing trunk show opportunities locally and in Austin, building our presence at industry events, and eventually leading our push into larger trade shows such as JCK. Incentive compensation will be introduced as this person begins generating new B2B and B2C business.

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Room to Grow \n

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This role isn't a fixed position — it's a starting point.

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Cristy Cali Jewelry is actively building our wholesale and B2B business, and there's real opportunity for the right person to grow with it. As you build expertise managing our current retail partner relationships, there's a path toward taking on more ownership of our wholesale strategy — and beyond that, toward leading business development efforts like pop-up events, trunk shows, and eventually industry trade shows. We believe in growing our team members alongside the business, and we're looking for someone who's excited to grow with us.

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