Description

Blue Nile is looking for a passionate and talented After-Sales Service Lead to join our fast-paced Quality Assurance department.  This role focuses on creating and developing a timely and seamless after-sales experience for our internal and external customers.

Key Responsibilities 

• Create and maintain processes to ensure that all customer returns are processed quickly and accurately within established SLA
• Interface with Production, Customer Service and External Fulfillment to determine best course of action on complex return scenarios
• Identify areas for process improvement and streamlining
• Create and implement new SOP, review and update existing SOP
• Train both QA team members and CS agents on return processing techniques
• Inspect and problem-solve customer returns and defective product
• Communicate findings to quality manager, vendor, buying team and diamond and jewelry consultants as appropriate
• Contribute to Blue Nile’s industry leading accuracy and on-time shipping performance

Education & Experience

• Graduate Gemologist diploma required
• Minimum 2 years in related industry position

Knowledge, Skills & Abilities

• In depth product knowledge as well as manufacturing techniques
• Ability to document processes and train other qualified GGs
• Act as a resource for knowledge and guidance throughout the organization
• Exceptional attention to detail with strong organizational skills
• Ability to multi-task and accept direction, as well as operate independently in a fast-paced environment
• Must possess strong verbal and written communications skills
• Ability to problem-solve independently and as a team
• Results oriented with a strong sense of ownership and accountability
• Must be able to use magnifying devices such as microscopes, etc.

Additional Requirements

• Must be able to work seasonal mandatory overtime including early start times, holidays, weekends, etc.

What we offer:

• Medical, Dental, and Vision Healthcare Coverage
• 401(k) with Company Match
• Paid Vacation
• Competitive Salaries
• Transportation Allowance
• Employee Discount
• Employee Referral Bonus
• Fitness Center Discount