About The Job

The Production & Customer Care Co-ordinator will have responsibility for handling all bespoke, wedding and engagement customer enquiries and taking each customer through the design and production process. You’ll ensure orders are designed, crafted and delivered on time to the highest ethical and quality standard, while maintaining exceptional customer service throughout. 

Key Responsibilities

Order Management:

• Oversee bespoke, engagement ring, and wedding ring orders from consultation stage to aftercare.
• Serve as the proactive, reliable, and trustworthy main point of contact for customers.
• Accurately record all order details and pricing on the system.
• Use our software to track and update order progress and ensure completion to the highest standard by regularly communicating with suppliers and the workshop team.
• Ensure all jewellery is hallmarked by managing Assay Office submissions, drop-offs, and pick-ups.
• Ensure the design team and workshop are on track to meet deadlines whilst ensuring all needs of the customer are still being met.
• Work with our 3d printer and jewellery scanner to aid the design and manufacture experience

Supplier Relations:

• Maintain relationships with suppliers.
• Handle gemstone/diamond collection and drop-offs in Hatton Garden.
• Work with our ethical gemstone suppliers to source gemstones for bespoke designs.

Documentation and Social Media:

• Take photos/videos of bespoke orders for filing and use on the website and social media platforms and ensure each is filed systematically.

Other Business

• From time to time you may be required to help with other aspects of the business such as workshops, helping with fulfilment or photoshoots depending on the needs of the business and time of year.

About You:

Experience:

• Previous jewellery production experience is essential.
• Knowledge of the 4 C’s, lab and natural diamonds, sapphires, gold carats, engagement ring designs, and ethical gemstone sourcing is ideal.
• You will need to demonstrate exceptionally strong customer care experience as this role centers around the customer.

Skills:

• Strong administration and system skills, with the ability to manage multiple bespoke orders simultaneously.
• Being able to design rings on CAD is a big bonus
• Proactive organisational skills to coordinate the design team, workshop and suppliers to meet important customer deadlines (proposal dates and wedding days).
• Confident in 1-1 customer interactions, whether in the studio, on the phone, or via email. Must be personable, genuine, and easily communicative.
• Be confident in suggesting and implementing ways to streamline and constantly improve processes as the business grows.

Team Fit:

• Happy to work in a small, growing team of passionate women dedicated to creating meaningful and ethical jewellery.
• Be proactive in assessing the whole team’s needs and being flexible in contributing to the smooth running of the business when needed. We are a close knit team that are always happy to help each other out when needed.
• As we are an in-house workshop, you will need to work from the studio in Bermondsey to manage all communications.

Perks

• Relaxed, casual work environment 
• Flexible hours
• Vibrant, mixed studio complex in Bermondsey with cafe and social events
• 31 days holiday (including bank holidays and Christmas studio closure)
• Team socials, drinks and picnics
• Be part of a fast-growing, ethically-minded small business.

Salary:

This is a full time role and salary depends on experience in all areas outlined above. Salary starts at £28,000 per annum.

How to Apply:

If you believe you are a perfect fit for this role and are passionate about contributing to a team that values ethical jewellery production and customer care, we would love to hear from you. Please email your CV and a cover letter detailing your relevant experience and why you are excited about this opportunity to Emma: opportunities@wildfawnjewellery.com