Online Operations Specialist

The Part-Time Online Operations Support Specialist supports the day-to-day execution of Diamonds Direct’s online order and customer service operations. This on-site Headquarters role supports fulfillment, repairs, returns, shipping coordination, and related workflows that help ensure a seamless customer experience from purchase through delivery.

This position works closely with Online Operations, fulfillment partners, store teams, and customer-facing sales team members to support timely order processing, accurate documentation, and consistent execution of online procedures. The ideal candidate is highly organized, detail-oriented, comfortable working across multiple systems, and able to manage time-sensitive tasks in a fast-paced retail environment.

• Support online order processing and fulfillment workflows to ensure orders are completed accurately and on time.
• Finalize and update orders in internal systems prior to shipment or customer pickup.
• Monitor order status reports and ready-to-ship tracking documents to help ensure fulfillment timelines are met.
• Create and send customer shipping labels for repairs, returns, and exchanges.
• Receive, document, and coordinate customer repairs, including intake, tracking, and customer communication.
• Assist with quality control checks for online orders, repairs, returns, and exchanged merchandise.
• Support return and refund processing in accordance with company procedures.
• Fulfill Headquarters-based online orders, including pulling, quality checking, and preparing items for shipment.
• Reconcile and close daily operational batches as needed.
• Provide support to showroom teams for order inquiries, payment processing, and fulfillment-related questions.
• Partner with Online Operations, Shipping, Inventory, Customer Service, and store teams to resolve order issues.
• Follow company policies, operational procedures, and asset protection standards when handling customer
• merchandise and high-value inventory.

• Experience in retail operations, e-commerce, fulfillment, customer service, jewelry, luxury retail, or administrative support preferred.
• Strong attention to detail, organization, follow-through, and accountability.
• Comfortable learning internal systems, order management tools, and reporting documents.
• Strong written and verbal communication skills.
• Ability to independently manage multiple tasks and prioritize time-sensitive work.
• Comfortable handling high-value merchandise with care and accuracy.
• Proficiency with Microsoft Outlook, Excel, Teams, and general computer systems preferred.

• Ability to work on-site at Diamonds Direct Headquarters.
• Ability to handle, package, and organize merchandise, repair items, and shipments.
• Ability to lift and move packages and inventory as needed.
• Ability to sit, stand, and move throughout the workday while supporting operational workflows.

• In-office position based at Diamonds Direct Headquarters in Charlotte, NC.
• Part-time position, approximately 20 hours per week.
• Scheduled weekday daytime hours based on business and operational needs.
• Additional hours may be available during peak sales periods, promotional events, holidays, or team coverage needs.
• Position requires regular communication and collaboration with remote leadership and team members while working on-site at Headquarters.