Returns & Repairs Associate

About Role Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Returns & Repairs Associate to become an integral part of our team. In this role, the Returns & Repairs Associate will be responsible for the end-to-end management of client repairs, damaged returns, and service-related requests. This role is based in our Midtown NYC office, is client-facing, and works closely with Customer Care, Ecommerce Operations, Bridal, 3PL partners, and Product Development. Success in this role requires strong operational follow-through, experience is quality assurance, systems accuracy, and polished communication. Responsibilities Repairs & Service Case Management Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation (including Bridal, ecom, and stores) Inspect pieces upon receipt and route to 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 (stones/materials) with Production as needed Confirm quality standards prior to return shipment Communicate trends and issues with PD Report on trends and findings to support prevention and process improvements Damaged Returns + 3PL Coordination Manage damaged return workflows with our 3PL, including photo documentation and investigations Track case outcomes (repair, replacement, denial, 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 Cross-Functional Support & Reporting Share insights across Customer Care, Ecommerce Ops, and Product Development to assess whether issues are wear & 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 + turnaround times Assist with logistics coordination and occasional special shipments/insurance requirements About You 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 fast-paced environment Requirements 3+ years in operations, repairs, client service, or order management At least 6 months of fine jewelry quality assurance 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 Strong judgment handling escalations and accommodations within guidelines Bachelor’s degree preferred or equivalent experience Details Full-time role located in Midtown NYC This role requires 5 days per week in office Office Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales) Health, Vision & Dental Insurance for full-time employees We offer generous employee discounts on our fine jewelry Paid time off Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated base compensation for this role is $55,000