Special Order Specialist

DAY’S JEWELERS
SPECIAL ORDER SPECIALIST
JOB DESCRIPTION

Special Order Specialist is responsible for managing the complete lifecycle of special order merchandise for all store locations. This role serves as the primary point of contact between stores, vendors, and internal departments to ensure accurate ordering, timely delivery, and exceptional communication throughout the special order process.

• Process and place special orders with vendors accurately and efficiently through B2B sites, email, and phone conversations.
• Review order details for accuracy, including product specifications, pricing, and delivery requirements.
• Coordinate with vendors to confirm orders, availability, pricing, and expedited delivery dates.
• Maintain accurate records of all special orders within company systems.

• Receive and verify incoming special order merchandise.
• Inspect items following Day’s Quality Control standards, including verification of metal, size, finish, etc.
• Resolve order or invoice discrepancies and items that fail quality control with vendors.
• Ensure special order items are properly processed following invoice receiving procedures and routed to the proper store location.

• Monitor the status of all open special orders from placement through delivery.
• Proactively follow up with vendors regarding delivery dates, shipping status, delays, etc.
• Maintain updated order status information and ensure timely resolution of issues.
• Escalate concerns to the buying team, Inventory Operations Manager, or the Vice President of Merchandising to minimize customer impacts.

• Serve as the primary liaison between the merchandising team, vendors, and store teams regarding special orders.
• Provide updates to store employees on order status, expected arrival dates, and potential delays through Special Order Planning notes or direct communication depending on the urgency.
• Respond promptly to inquiries from store personnel regarding customer special orders.
• Collaborate with office manager, jewelry service consultants, and store management to ensure exceptional customer service.

• Maintain organized electronic records of special order transactions.
• Process invoices, including updated configuration cards for special orders received directly by stores.
• Generate reports on open orders, vendor performance, and order fulfillment metrics as requested.
• Assist with process improvements to increase efficiency and accuracy in special order management.
• Support other merchandising and inventory department functions as needed and as time allows.

• Microsoft Office Proficiency – Skilled in Excel, Outlook, and other business technology tools.
• Time Management & Organization – Effectively prioritizes and manages multiple tasks simultaneously.
• Vendor Coordination – Ability to work with vendors to manage orders, resolve issues, and meet deadlines.
• Order & Inventory Management – Ability to accurately process, track, receive, and document merchandise.
• Data Accuracy & Recordkeeping – Maintains organized and accurate records, invoices, and reports.
• Jewelry Product Learning Agility – Demonstrates the ability and willingness to learn jewelry products, specifications, and industry terminology.

• Ownership Mindset
  - Acts with an ownership mindset, making decisions that protect resources, strengthen company performance, and uphold long-term organizational health and success.
• Attention to Detail – Maintains a high degree of accuracy in work and documentation.
• Problem Solving & Follow-Through – Identifies issues, develops solutions, and ensures timely resolution.
• Relationship Building – Develops positive, collaborative relationships with vendors and store teams.
• Customer Focus – Demonstrates commitment to supporting store teams and office colleagues.
• Communication – Communicates clearly and professionally in both verbal and written interactions.
• Adaptability & Multitasking – Effectively manages multiple priorities and thrives in a fast-paced environment.

The position is based in a…