Identification Services Associate

Identification Services Associate - We offer a competitive benefits package!

The Company:  GIA is the world’s foremost authority in gemology. An independent, nonprofit organization, GIA protects the public trust in gems and jewelry by providing the education, research, and standards that consumers and the jewelry industry rely on to make informed purchase decisions.

The Culture: With autonomy, performance and passion, the Research department strongly collaborates across the team to elevate the organization’s research initiatives. Our Research Team lead in independent or group based projects and involved in discoveries that impacts our organization as a whole.

Location: This position is located in Carlsbad, California at our corporate headquarters.

• This role will require the person to work on-site due to the nature of the work

• Work Hours:  Monday through Friday regular business hours

• We offer medical, dental, vision and company matching 401-K plan

• Paid vacation, sick and holidays, and commuter benefits

The Environment:

•           On-site cafe - affordable custom breakfast and lunch meals and Starbucks drinks!

•           Economic friendly services - electric vehicle charging stations on-site

•           Ergonomic assessments offered on-site and virtually

Why Should You Apply?

• Great benefits!

• Reasonable hours that provide work-life balance!

• Professional development opportunities!

• Great educational opportunities!

JOB OVERVIEW

Perform multiple and/ or complex production support processes to complete the identification production workflow.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Perform any of the following or other duties as assigned to meet quality and production goals:

• Facilitate and distribute stones among assigned lab production functions as instructed.

• Store stones for next process step in the system and physical location appropriately; facilitate easy retrieval through efficient storage in accordance with required processes.

• Perform daily administrative details to ensure efficient and effective Identification operations (copying, reconciling purchase requisitions, etc.)

• Maintain, update and distribute reports to clients.

• Receive and respond to client calls.  Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems.

• Assist with the analysis of stone flow.

• Monitor client accounts to ensure services are completed in a timely manner.

• 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).

• Coordinate with other departments to resolve issues to ensure client satisfaction.

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• 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 relationships with others and peers with a team-oriented mindset.

• Ability to share technical/functional knowledge with others to enhance productivity and collaboration.

• Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence.        

• Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner.

• Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters.

• Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients.

• Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas.

EDUCATION AND EXPERIENCE

• Requires a High School Diploma and 1+ years of related experience.

• Diamond Essentials class preferred

PAY RATE

$19.50 - $20.50 per hour

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.