Description:

Job Title: Online Operations Coordinator and Customer Service Manager

Jessica Jewellery is a Toronto-based fine jewellery brand that specializes in custom design, bridal and engagement jewellery. To support our custom design business, we are seeking an organized, energetic and detail-oriented individual to help grow our e-commerce business. At www.jessicajewellery.com, our mission is to support our clients in their fine jewellery purchases by providing classic fine jewellery with a modern aesthetic, delivering exceptional customer service, and offering transparent and fair pricing.

We are seeking someone to primarily support online orders including the preparation, fulfillment and delivery of orders. In addition, the candidate would lead, in collaboration with Jessica, idea generation, content creation and scheduling on Jessica Jewellery’s social media profiles (Instagram, TikTok, and Pinterest). The ideal candidate should be savvy with social media, thoughtful about trends and aesthetics, and possess a flexible, can-do attitude to support the growing business.

The candidate will be working very closely with Jessica, the owner and founder of Jessica Jewellery and will be given the opportunity to participate in different aspects of the business including designing new product and input on custom designs. The candidate will have an opportunity to engage with clients and assist them with their jewellery purchases; helping them style their jewellery. The candidate will enjoy a unique and dynamic working environment that allows for an autonomous schedule and unique opportunities to attend community events, and gain insight into entrepreneurship.

ORDER OPERATIONS COORDINATOR: 60% of the role

• Receive, prepare, and conduct QA (i.e. verify the correct gold colour, length, quantity of items) for online order items.
• Package and ship orders or coordinate with client for pick up at our office.
• Handle all errands associated with an order, including but not limited to: drop off/pick ups at gemologists for appraisals, diamond setters, goldsmiths.
• Follow processes and procedures related to order completion to ensure proper execution.
• Engage with suppliers to complete orders and other miscellaneous items needed to fulfill custom designs.
• Confirm the correct details and flag any issues prior to delivering an order.
• Foster an exceptional shopping experience by delivering personalized service and maintaining a high level of client satisfaction when meeting with clients.

SOCIAL MEDIA and MARKETING: 30% of the role

• Assist in organic content creation by recording videos and taking pictures of custom orders that we can post to our various social media channels.
• Schedule preplanned content on various channels.
• Willing to learn how to create new forms of content (familiarity with CapCut is an asset).
• Daily posting of Instagram stories (1-2 stories per day).
• Assist with idea generation for the JJ content calendar, in collaboration with Jessica.
• Stay updated on social media trends, fashion and general aesthetics to create engaging content that portrays the product in an appealing way.

GENERAL SUPPORT: 10% of the role

• Support clients with miscellaneous requests
• Support miscellaneous projects that drive business growth and customer loyalty (E.g. requests to write a Google review, website updates, occasional blog posts and other tasks.)
• Participate in seasonal events such as JJ Piercing Events, Sip and Shops, and community shopping events.

Key attributes of a successful candidate:

• Exemplify outstanding customer service when interacting with clients online and offline.
• Demonstrate attention to detail when conducting quality assurance on orders.
• Strong time management to ensure orders are done on time for client milestones.
• Forward-thinking to note inventory gaps and flag items needed for restocking ahead of key sales periods.
• Act as a brand ambassador to Jessica Jewellery by cultivating and maintaining client relationships as they arise.
• Showcase a can-do attitude when faced with new tasks.
• Show an interest in fine jewellery, fashion, and new designs.
• Willing to support ad-hoc needs as they arrive.
• Organized and detail oriented.
• Honesty and integrity.

Details:

• Toronto (North York- based).
• The candidate should have access to a car.
• Travel is required from our North York office to downtown Toronto 2x per week.
• We offer generous flexibility.
• Paid vacation time off.
• Hours are 9:30-5pm with opportunities to work remotely. Some evenings and weekends are required during busy seasons when we have external shopping events (i.e. mostly November/December shopping season).
• Full time role.