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

Repairs & Service Case Management

• 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.

If you meet the required qualifications and are interested in this role, please apply today. 

The Solomon Page Distinction

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.

Opportunity Awaits.

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