James Avery Artisan Jewelry

Customer Support

• Respond to high volume of phone and/or digital communications (chat or email) from customers while providing an exceptional customer service experience
• Answer customer inquiries relating to orders, products, policies and services with accurate and timely responses
• File and perform other general clerical duties as required by supervisor
• Assist with and resolve customer complaints/issues by clarifying and researching
• Escalate unresolved complaints/issues to supervisor
• Assist customers with placing orders, providing recommendations and information on products
• Complete 2 weeks of in-store training at the Huebner Oaks location in San Antonio before working remotely

Customer Service Representative, Part-Time Seasonal

Operations

• Drive Wholesale sales, service levels, and brand awareness within an assigned territory
• Educate, train, coach, and develop wholesale account associates and management teams
• Forge relationships with Area Managers, Store Managers, District Managers, Buying teams, and internal Wholesale, Visual, and Retail Operations stakeholders
• Develop and follow store visit cadence strategies to maximize sales and minimize travel expenses
• Compile store visit reports and review metrics with account management teams
• Resolve in-store issues and train associates and department managers to prevent recurrence
• Partner with Retail Management teams to identify opportunities to improve district sales and inventory turn
• Analyze district performance, jewelry penetration, newness ST%, clienteling, certifications, and Specialist dashboard metrics
• Deliver training, coaching, ongoing support, brand messaging, and brand standards across distribution points
• Achieve shipment goals and account retail sales plans
• Improve service levels and brand-defining behavior
• Grow items per customer metrics to 2.0 or higher in covered stores
• Develop associate confidence and competency with service equipment, brand, and product knowledge
• Assist account teams in acquiring new customers through clienteling
• Build brand awareness in wholesale markets outside James Avery’s core retail footprint
• Lead Retail Management training seminars
• Provide feedback and insights to Wholesale Visual, Creative & Training Manager and Field Team Supervisor
• Ensure execution of visual merchandising standards and train associates on visual directives and plan-o-guides
• Take and share before/after photos and use graphics applications when needed
• Lead shop-in-shop and new store setups within the territory and assist colleagues with setups
• Review competitors to improve assortments, training, branding, and merchandising
• Provide administrative support for the wholesale sales channel
• Prepare and present Excel, Word, and PowerPoint documents
• Complete monthly expense reports
• Track store deliveries to and from distribution centers and corporate offices
• Collect photos of tests executed in select stores

Customer Service Representative, Part-Time Seasonal

Training & Development Specialist – Wholesale Operations