Customer Service Factory Repair

Overview

Borsheims is seeking a full-time Jewelry Customer Service & Repair Associate to join our team. This role is essential in delivering our Signature Service to every customer.

The Jewelry Customer Service & Repair Associate provides exceptional support by guiding customers and team members through the repair process from start to finish. This role ensures a seamless experience by coordinating repair services, communicating updates, and helping ensure jewelry is returned to customers with the highest level of quality and care.

Successful individuals in this role are highly organized and detail-oriented, while also maintaining a strong customer-first mindset. They excel at communication, keeping customers and internal teams informed on repair timelines, approvals, and completion to create a positive and stress-free experience.

• Coordinate and track repair requests, ensuring a smooth and timely customer experience
• Serve as a point of contact for repair-related questions, timelines, and updates for customers and team members
• Communicate repair estimates, approvals, and status updates clearly and professionally
• Prepare and package merchandise for shipment to and from repair facilities
• Enter and maintain accurate repair and customer information in tracking systems
• Inspect merchandise upon return to ensure repairs meet quality expectations before returning to the customer
• Proactively notify customers and internal teams of repair progress, completion, or delays
• Audit repair orders to ensure accuracy, accountability, and on-time delivery
• Tag, track, and route merchandise appropriately upon return
• Support inventory, recordkeeping, and audit processes
• Follow all safety, security, and handling procedures

• Previous experience in customer service, retail, administrative support, or coordination roles preferred
• Strong communication skills with the ability to interact professionally with customers and internal teams
• Excellent organizational skills and attention to detail
• Ability to manage multiple tasks and track timelines in a fast-paced environment
• Basic computer and data entry skills
• Problem-solving skills to address questions, concerns, and delays
• Customer-focused mindset with a commitment to delivering exceptional service

• Ability to work assigned schedule on a regular basis.
• Ability to communicate with customers, co-workers, and business contacts in a courteous and professional manner.
• Ability to see well enough to read small print, identify merchandise, check quality of work on small parts or entire pieces of jewelry items, and to read a computer screen and printout.
• Ability to hear and speak well enough to converse with others in person, via telephone and paging system.
• Ability to move about the store from department to department, get behind narrow counter areas, bend down or reach up into drawers/shelves, and climb a ladder to retrieve merchandise/files from shelves.
• Dexterity to write in small print, handle small jewelry/gift items, operate a computer keyboard, and operate office equipment.
• Stamina to sit for over eight hours.
• Ability to work in a shop environment (i.e., elevated noise, steamer, minor dust, etc.).
• Ability to lift and carry approximately 20 lbs.

Borsheims is a luxury jewelry and gift retailer and a proud member of the Berkshire Hathaway family. We value our employees and provide a family-friendly work environment and a flexible schedule for all. If hired, you would be eligible to enjoy Borsheims  excellent benefits, which include:

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Account
• Wellness Program
• 401(k)
• Paid Medical and Parental Leave
• Paid Time Off and Holiday Pay
• Employee Discount
• Service Awards
• Promote-from-Within Philosophy
• Ongoing Education and Training

• Regular weekly schedule
• No late nights
• Sundays off (except during the holiday season)

If you’re passionate about becoming a Jewelry Factory Repair Associate and want to be part of a team that celebrates life’s special moments, we encourage you to apply.

Keyword:
Factory Repair Associate - Jewelry