Client Services and Transport Associate

Client Services and Transport Associate– We offer a competitive benefits package!

The Company:  GIA is the world’s foremost authority in gemology. GIA in New York is located in midtown Manhattan at the heart of the diamond district. A part of a global organization, this campus accommodates approximately 400 of the 3,500 employees that GIA employs worldwide. It offers many competitive health and commuter benefits that promote the well-being of its employees, as well as that of the environment.

The Location: New York, NY

JOB OVERVIEW

Perform multiple and/ or complex pre/post grading production and client services processes required to complete the production workflow.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive incoming stones and perform item intake process
• Prepare stones for return and perform return procedures
• Receive, sort and organize stones
• Sort and/or expedite services as needed
• Generate customs paperwork for shipping
• Perform outweigh and box/pack stones in preparation for delivery to clients
• Perform client account registration, renewal and update processes if applicable
• Communicate effectively with clients regarding service timelines, updates, and issue resolution
• Maintain accurate records of client interactions and service requests
• Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
• Ensure stones are returned without any delays/issues
• Coordinate with other departments to resolve issues to ensure client satisfaction
• Distribute stones and organize workflow
• Perform Vault/IC opening and closing processes

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Sound knowledge of MS Office (Excel, Word, PowerPoint)
• Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)
• Sound knowledge of key GIA people and their roles in production functions
• Proficiency in functional department Standard Operating Procedures
• Proficiency in Lab production workflows
• Thorough understanding of GIA policies and procedures
• Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; Apply basic analytical thinking to clarify issues and propose solutions with sound judgement and decision making abilities
• Strong communication skills: Proficiency in reading, writing and speaking clearly and ability to read and comprehend English (Spectrum, training in English); communicate professionally (communicate respectfully, listen, articulate/explain issues, use professional tone, know when to email vs call, etc.)
• Detail oriented / Ability to focus and complete tasks assigned in a timely manner
• Proficiency in using production and office equipment to perform the job assigned (tweezers, scales, stone-holder, microscope, etc.)
• Ability to multi-task, prioritize, and manage time effectively
• Interpersonal skills: create positive interactions with colleagues; actively communicate with others in a timely & professional manner; maintain good working relationship with others and peers with a team-oriented mind set
• Ability to share technical / functional knowledge with others to enhance productivity and collaboration

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED); minimum six months experience as a L2 or 1+ years related experience and/or training; or equivalent combination of education and experience required.

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts. There is a slight risk of exposure to irradiated items. The noise level in the work environment is usually moderate.

Pay: $22.00 an hour

An Equal Opportunity Employer
All employment decisions are made without regard to unlawful considerations of race, sex, religion, national origin, age, disability, or any other legally protected status. Reasonable accommodations are available upon request.

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.