Position Summary
The Operations Coordinator is responsible for supporting the day-to-day operations of the watch service center by coordinating repair workflow, monitoring service turnaround times, maintaining inventory accuracy, and ensuring exceptional customer service. This role works closely with watchmakers, customer service representatives, logistics teams, and management to ensure repairs are completed efficiently while meeting company quality standards.
Key Responsibilities
Service Operations
Coordinate the intake, tracking, and distribution of watches throughout the repair process. Monitor repair workflow to ensure service deadlines and turnaround time goals are met. Prioritize repair orders based on customer commitments, warranty requirements, and business needs. Maintain accurate records in the service management system. Prepare operational reports on repair volume, turnaround times, productivity, and service performance.
Customer Service Support
Communicate repair status updates to customer service teams and internal stakeholders. Assist in resolving customer inquiries related to repair timelines, estimates, and service issues. Coordinate approvals for repair estimates and additional service requests. Ensure customer expectations are managed through timely and accurate communication.
Inventory & Parts Management
Monitor inventory levels of watch parts, tools, and consumables. Coordinate parts ordering with vendors and suppliers. Track incoming and outgoing repair components. Perform regular inventory audits to maintain accuracy. Ensure proper handling and secure storage of luxury watches and replacement parts.
Logistics & Administration
Coordinate inbound and outbound shipments of customer watches. Ensure all shipping documentation and insurance requirements are completed accurately. Schedule deliveries and monitor transportation of high-value items. Maintain organized repair documentation and service records.
Quality & Compliance
Support quality assurance processes before repaired watches are returned to customers. Ensure compliance with company policies, manufacturer standards, and security procedures. Assist with internal audits and process improvement initiatives. Identify workflow inefficiencies and recommend operational improvements.
Team Collaboration
Work closely with watchmakers, technicians, customer service, and management. Assist with workload balancing and scheduling within the service center. Support training and onboarding of new team members when required. Participate in continuous improvement projects to enhance operational efficiency.
Qualifications
Education
Associate's or Bachelor's degree in Business Administration, Operations Management, Supply Chain, or a related field preferred. Equivalent work experience may be considered.
Experience
2–5 years of operations, service coordination, logistics, or customer service experience. Experience in a luxury goods, jewelry, watch, or repair service environment is preferred.Experience using ERP, CRM, or service management software is an asset.
Required Skills
Strong organizational and time management skills. Excellent attention to detail.Ability to manage multiple priorities in a fast-paced environment. Strong analytical and problem-solving abilities.Excellent written and verbal communication skills. Proficiency with Microsoft Office, particularly Excel. Experience with inventory management systems.Ability to maintain confidentiality and handle high-value products responsibly.
Preferred Qualifications
Knowledge of luxury watch brands and watch repair processes. Experience coordinating technical service operations. Familiarity with Lean, Six Sigma, or continuous improvement methodologies. Experience working with warranty administration and repair tracking systems.
Key Performance Indicators (KPIs)
- Repair turnaround time
- On-time delivery rate
- Service order accuracy
- Inventory accuracy
- Customer satisfaction scores
- Repair workflow efficiency
- Parts availability
- Operational productivity
Physical Requirements
- Ability to sit or stand for extended periods.
- Ability to lift packages up to 25 pounds.
- Manual dexterity to safely handle delicate, high-value timepieces.
Work Environment
This position is based in a secure watch service center and requires close collaboration with technical repair staff, customer service representatives, and operations management. The role may require occasional overtime during periods of high repair volume.
Pay: $45,000.00 - $55,000.00 per year
Benefits:
Work Location: In person
