Returns & Repairs Associate

We are looking for a freelance Returns & Repairs Associate for a top jewelry company out of their NYC offices! The company is a rapidly growing, female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Client Repairs Coordinator temp to become an integral part of our team. In this role, the Client Repairs Coordinator will be responsible for the end-to-end management of client repairs, damaged returns, and service-related requests. This role is based in their 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 in quality assurance, systems accuracy, and polished communication. Pay Rate: $30.00–$35.00/hr based on experience Responsibilities Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation, including Bridal, e-commerce, and stores. Inspect pieces upon receipt and route to the 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, including stones and materials, with Production as needed. Confirm quality standards prior to return shipment. Communicate trends and issues with Product Development. Report on trends and findings to support prevention and process improvements. Lead the evaluation and continuous improvement of repair operations by identifying opportunities to increase efficiency, enhance the customer experience, and optimize internal workflows. Develop and implement scalable processes that support business growth and operational excellence. Damaged Returns & 3PL Coordination Manage damaged return workflows with the 3PL, including photo documentation and investigations. Track case outcomes, including repair, replacement, denial, and 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 Operations, and Product Development to assess whether issues are wear and 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 and turnaround times. Assist with logistics coordination and occasional special shipments/insurance requirements. Required Qualifications: 3+ years of experience in operations, repairs, client service, or order management. At least 6 months of fine jewelry quality assurance experience 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 when handling escalations and accommodations within guidelines. Bachelor’s degree preferred or equivalent experience. 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 a fast-paced environment. Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve. About Solomon Page Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn. #J-18808-Ljbffr Solomon Page