Returns & Repairs Associate
About Role
Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Returns & Repairs Associate to become an integral part of our team.
In this role, the Returns & Repairs Associate will be responsible for the end-to-end management of client repairs, damaged returns, and service-related requests.
This role is based in our 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 is quality assurance, systems accuracy, and polished communication.
Responsibilities
Repairs & Service Case Management
Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation (including Bridal, ecom, and stores)
Inspect pieces upon receipt and route to 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 (stones/materials) with Production as needed
Confirm quality standards prior to return shipment
Communicate trends and issues with PD
Report on trends and findings to support prevention and process improvements
Damaged Returns + 3PL Coordination
Manage damaged return workflows with our 3PL, including photo documentation and investigations
Track case outcomes (repair, replacement, denial, 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 Ops, and Product Development to assess whether issues are wear & 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 + turnaround times
Assist with logistics coordination and occasional special shipments/insurance requirements
About You
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 fast-paced environment
Requirements
3+ years in operations, repairs, client service, or order management
At least 6 months of fine jewelry quality assurance 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 handling escalations and accommodations within guidelines
Bachelor’s degree preferred or equivalent experience
Details
Full-time role located in Midtown NYC
This role requires 5 days per week in office
Office Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales)
Health, Vision & Dental Insurance for full-time employees
We offer generous employee discounts on our fine jewelry
Paid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances
Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated base compensation for this role is $55,000