At Diamond Cellar, we believe in more than fine jewelry and timepieces — we believe in creating experiences that last a lifetime. For over 78 years, we have been a trusted name in luxury, known for our unmatched craftsmanship, and prestigious brand partners. We pride ourselves on delivering unparalleled customer service. Diamond Cellar is dedicated to our employees – we foster a supportive and fun working environment which has led to a loyal team of employees who have been with us for decades.
Within Diamond Cellar is Carousel Repair, a fast-growing aftercare and logistics partner for luxury jewelry and accessories brands. We provide white-glove services that include warehousing, order fulfillment, repairs, returns management, and international logistics.
What will you do as the Repair Coordinator for Carousel?
The Repair Coordinator is the operational and communication hub for Carousel’s jewelry repair workflows. In this role, you manage the full lifecycle of incoming repairs, from intake and triage through quoting, production coordination, quality control, and final status communication.
You will become the go-to person for complex repairs requiring custom quotes. This includes identifying needed parts and stones, applying appropriate markups, outlining required services, and communicating accurate turnaround times. You will work closely with the Carousel admin team, goldsmiths, and external vendors to determine the best course of action for each repair, while ensuring brand partners and end-clients receive clear, timely updates at every stage.
This is a detail-oriented, service-driven role for someone who thrives in a fast-paced environment, can manage multiple workflows at once, and values craftsmanship and care.
Repair Intake, Triage, and Coordination
Receive, review, and triage daily incoming repair jobs, ensuring all necessary information, photos, and documentation are captured.
Assign repairs to the appropriate goldsmiths, artisans, or external vendors for swift and accurate execution.
Coordinate with the admin team and goldsmiths to determine the best repair path for each item.
Track each job through all stages, ensuring priorities, deadlines, and service standards are met.
Custom Quoting and Complex Repair Support
Lead quoting for complex or non-standard repairs, serving as the primary problem-solver when repairs require customization.
Create accurate custom quotes by identifying:
Parts and components needed to restore the piece
Stone requirements, ordering needs, and timelines
Services required to complete the repair (labor, refinishing, setting, soldering, etc.)
Markups, pricing rules, and brand-specific terms
Provide clear repair estimates and lead times to brands and end-clients, ensuring expectations are aligned before work begins.
System Updates and Workflow Accuracy
Record quotes, turnaround times, repair details, and stage updates accurately in Carousel’s systems, including the Repair Tracker.
Ensure all job notes, instructions, and approvals are documented clearly for production teams and brand stakeholders.
Maintain clean, consistent workflow data to support reporting, billing, and operational efficiency.
Communication and Client Experience
Serve as the primary point of contact for repair-related communication, internally and externally.
Start each day by reviewing outstanding brand and client messages, responding promptly and professionally.
Provide proactive, stage-based updates to brands and end-clients, including delays, approvals needed, and completion notices.
Use internal tagging and workflow tools to ensure the right stakeholders are informed at the right time.
Conduct monthly brand check-ins, flagging problem jobs, recurring issues, or workflow delays.
Perform final QC checks to ensure every repair meets Carousel quality standards and any brand-specific requirements.
Confirm repairs match quoted scope and workmanship expectations before completion, invoicing, or shipment.
Billing, Tracking, and Reporting
Log estimates and invoice details accurately, applying brand-specific terms including discounts, markups, and codes.
Compile and distribute weekly performance and job tracking reports.
Monitor communication and production patterns to identify outliers, bottlenecks, and opportunities for process improvement.
What are we looking for in a Repair Coordinator?
High attention to detail, strong follow-through, and comfort working with process, systems, and documentation.
Strong written and verbal communication skills, customer-service mindset, calm and professional under pressure.
Ability to manage multiple jobs at once in a fast-moving environment, prioritize effectively, and meet deadlines.
Comfort collaborating with craftspeople, operations teams, and external vendors.
Confidence handling sensitive, high-value items and information.
Prior experience in jewelry repair operations, luxury goods repairs, service coordination, or related industries.
Working knowledge of jewelry components and repair processes (stone setting, soldering, polishing, plating, refinishing).
Experience producing quotes, managing pricing rules, or working with markups and client-specific terms.
Experience using trackers, ERPs, ticketing systems, or workflow software.
Why would you love working for Diamond Cellar?
Medical, Dental, Vision coverage – Medical coverage starts day one
Short Term Disability & Long Term Disability coverage fully company paid
Employee Discount
Company paid life insurance
401(k) program with a company discretionary match
Paid Time Off
Work-Life Balance – our stores are closed in the evenings and on Sunday
Opportunity to work with the top brands in the luxury jewelry space
Be a part of a passionate, loyal, dedicated team
If you’re passionate about luxury and creating unforgettable experiences, apply today and become part of the Diamond Cellar family!
Diamond Cellar is an Equal Opportunity Employer.
All candidates must have the legal right to work in the United States.
Selected candidate must be willing to undergo a background check and drug screening.
