Job Description

Summary
Join an international fine jewellery brand admired for its craftsmanship, creativity, and commitment to excellence. With an expanding footprint across North America, this company is redefining the fine jewellery experience - blending artistry, technology, and exceptional customer care to deliver timeless, custom-designed pieces that celebrate life's most meaningful moments. They are seeking an Operations & Customer Service Assistant to join their Canadian headquarters in downtown Toronto. This position plays a pivotal role in supporting the daily operations of the brand's North American business, serving as the bridge between stores, customers, and global teams. From coordinating logistics and managing repairs to streamlining communication and ensuring service consistency across all channels, this is a critical role that ensures the smooth flow of operations and upholds the brand's exacting standards. This opportunity is ideal for a jewellery professional amd operations specialist who thrives on detail, communication, and precision - someone who enjoys the behind-the-scenes orchestration that allows an elevated retail experience to shine.
Location: Downtown Toronto (on-site role due to handling of jewellery items).
Schedule: Monday to Friday, 9:00 a.m. to 5:00 p.m.
Compensation: Competitive salary, commensurate with experience, plus health benefits.
Description
Act as the primary liaison between stores, customers, and internal departments to ensure efficient resolution of operational issues.
Oversee the processing of returns, repairs, and exchanges, maintaining accuracy, speed, and care in every interaction.
Support logistics and shipping operations, including domestic and international parcel coordination.
Collaborate cross-functionally with logistics, customer service, and supply chain teams to improve communication and streamline workflows.
Monitor and track operational performance, identifying opportunities for improvement and consistency across regions.
Handle escalated customer or store concerns with professionalism and empathy.
Support store openings, inventory management, and replenishment processes.
Maintain accurate records and reporting, providing visibility into trends, challenges, and solutions.
Provide training and operational guidance to store teams to ensure adherence to company standards and best practices.
Requirements
Knowledge of jewellery, including materials, craftsmanship, and diamonds, is essential; formal gem or jewellery education is a strong asset.
Experience with domestic and international shipping and logistics coordination.
Prior background in customer service or workshop operations, preferably within a luxury or jewellery environment.
Skilled in handling customer and store communications both by phone and email.
Proficiency with Microsoft Office (Excel, Word, Outlook) and Gmail.
Excellent written and verbal communication skills.
Proven ability to work under pressure and to tight deadlines while maintaining accuracy and professionalism.
Highly organized, proactive, and solutions-oriented, with a polished and collaborative approach.
A positive attitude, professionalism, and sense of humour are essential.
Position Type
Permanent

Skills Required