Robbins Brothers Fine Jewelers · 1 day ago
Customer Service Specialist
Azusa, CA
Full-time
Hybrid
Entry Level
$20/hr - $23/hr
1+ years expRobbins Brothers Fine Jewelers is seeking an Ecommerce Customer Service Specialist to enhance customer experience across digital and phone channels. This role focuses on managing order fulfillment, handling customer inquiries, and collaborating with internal teams to ensure operational efficiency.
Retail
Responsibilities
Sell products and services to customers over the phone, chat, and email, providing guidance and recommendations to meet their needs
Accurately input custom orders, ensuring all specifications are captured correctly
Handle customer inquiries and complaints with empathy and professionalism, actively listening, documenting concerns accurately, and determining whether issues can be resolved immediately or require escalation
Maintain a guest-first mindset in all interactions, reinforcing brand loyalty and satisfaction
Process online orders end-to-end, including reviewing, fulfilling, and completing orders within established timelines
Pull merchandise from multiple store locations as needed, coordinating with store teams to determine the best fulfillment method
Prepare receipts, shipping documentation, and carrier labels accurately
Pack and ship orders from the Home Office in accordance with brand standards and service-level expectations
Monitor ecommerce orders for irregularities, verify order details, and escalate suspected fraud to the appropriate teams
Ensure accurate inventory handling and documentation throughout the fulfillment process
Collaborate cross-functionally with internal departments, including Stores, Merchandising, Operations, and Logistics, to ensure timely and accurate order fulfillment, issue resolution, and sales support
Communicate customer feedback and trends to leadership and relevant departments to improve processes and customer experience
Represent the brand with professionalism, consistency, and adherence to company values
Maintain open, respectful communication with teammates and leadership
Support a positive, accountable, and collaborative team culture
Qualification
Required
1+ year of customer service or sales experience (luxury retail preferred)
Strong multitasking, follow-up, and organizational skills
Guest-first mindset with strong attention to detail
Experience with custom order entry and ecommerce sales via phone, chat, or email
Flexible schedule, including evenings, weekends, and holidays
Excellent verbal and written communication skills
Preferred
1+ year experience with Salesforce CRM preferred
Familiarity with sales and ecommerce platforms (Oracle, Salesforce, Magento, or similar) preferred
Company
Robbins Brothers Fine Jewelers
Fine Jewelers. Since 1921. Shop classic, modern, and trending fashion and bridal jewelry. Perfect for engagements, weddings, gifts, and everyday wear.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Marc F.
President and CEO
Recent News
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