Job Description

Job Title: Customer Care Representative

Location: New York City

Terms: FT Permanent – 5 Days Onsite at the NY Office

Salary: $60,000-$70,000 based on experience

JOB OVERVIEW:

The Customer Care Representative is a vital member of the Operations Team, providing service and support to customers, Sales Representatives, and internal departments. This role ensures efficient order processing, handles inquiries, and contributes to the smooth execution of daily operations across trade, retail, repair, international channels, and e-Commerce.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Customer & Sales Support and Account Management:

• Act as a primary liaison for both customers and Sales Reps by providing accurate information on product pricing, availability, item specs, order status, and repair estimates.
• Process orders and memo requests via BOSS, phone, EDI, or email with accurate and timely data entry.
• Retrieve and respond to daily inquiries from general and repair voicemail boxes with a high level of responsiveness and professionalism.
• Maintain proactive communication with Trade Sales Representatives, assisting with client account updates, preparing jewelry for trade and trunk shows, and managing related clerical tasks such as document transmission and follow-up correspondence.
• Perform various duties as required for designated Trade accounts, including data entry into customer’s portals and ordering customer specified tags.
• Collaborate with internal departments (Accounts Receivable, Shipping, Merchandise) to resolve customer concerns related to billing, order fulfillment, and delivery logistics.
• Maintain detailed and organized records of order-related documents and correspondence to support audit readiness and service consistency.
• Respond to E-Commerce and online repair inquiries with professionalism and efficiency.

International & Affiliate Coordination

• Serve as the point of contact for South American accounts
• Act as a backup resource for Affiliate and International partners.
• Prepare all necessary documents for International shipments, in compliance with customs and shipping regulations.

Repair Processing

• Manage incoming repairs for Trade, Retail, and Mail-in customers, including receiving, logging, repair order creation, and preparation of completed items for return shipment.
• Liaise with repair teams and customers to ensure timely status updates and clear communication throughout the service cycle.

Order Fulfillment & Inventory Support

• Support daily Order Fulfilment/Operations duties, including stock keeping, pulling merchandise and fulfilling orders, memo fulfillment, memo returns, order invoicing, and processing credits (RTV - Return to Vendor)
• Participate in E-Commerce order fulfillment and related activities.
• Participate in semi-annual physical inventory counts and reconciliation efforts to maintain accuracy in merchandise records.

JOB QUALIFICATIONS & SKILLS:

• Exceptional verbal and written communication skills with a customer-centric approach.
• Strong organizational and multitasking abilities in a high-volume, detail-oriented environment.
• Ability to work collaboratively with cross-functional teams to troubleshoot and resolve issues.
• Retail and Luxury experience preferred
• Spanish speaking preferred

JOB COMPETENCIES

• Accountability – Takes personal responsibility for the quality and timeliness of their work
• Product Knowledge – Understanding our products and being able to suggest alternatives in a persuasive manner
• Customer Service - Refers to the ability to satisfy the expectations and requirements of customers, both internal and external. Displays courtesy and sensitivity and responds promptly to service requests. Identifies customer needs and explains services clearly.

MIKIMOTO CORE COMPETENCIES

• Job Knowledge – Able to complete all routine tasks independently. Understands and performs most phases of the job well. Keeps abreast of changes in areas of expertise. Provides good advice in areas of responsibility.
• Initiative – Identifies opportunities and issues, proactively acts and follows through on work activities to resolve or capitalize on them. Works independently with little direction.
• Problem Solving – Regularly demonstrates the ability to solve difficult problems with effective solutions in a timely fashion. Seeks input from others when making a decision. May be relied upon to do so without supervision and seeks advice when unusual situations arise. Makes decisions based on accurate and complete analysis of information.
• Teamwork – Effectively works with others. Able to resolve conflicts and listens to others. Maintains honest relationships and is respected by others.
• Dependability – Can be trusted or relied upon to act in the way required or expected to get the work done. Is present at work. Is a team player. Takes responsibility for actions.
• Communication – Shows an understanding of the need to initiate or respond to information in an appropriate, timely and complete manner. Oral and written communications are usually acceptable, being both comprehensible and appropriate.
• Flexibility – Demonstrates flexibility. Adapts plans and goals for new conditions. Stays current with the organizational objectives and applies knowledge to new methods.

BENEFITS

• Competitive Compensation Package including Salary, Company-paid Medical, Dental, Vision Benefits, Life and Long-term Disability Insurance
• Offers 401(K) Savings Plan with Employer Match, Short-term Disability Insurance
• Paid Time Off, Paid Holidays, Summer “Days”
• Annual Gym Reimbursement
• Mikimoto Employee Discount
• Eligibility may vary based on level and tenure, subject to change

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