Customer Care Coordinator

About Us

Since 1977, LAGOS has been a pioneer in fine jewelry, combining precious materials and expert craftsmanship to offer modern, iconic styles. Founded by master jeweler, Steven Lagos, the brand’s signature Caviar collections offer bold, unique styles that encourage personal expression. Today, Steven’s daughter. Kate Lagos serves as Associate Designer and Brand Stylist, continuing the tradition of excellence and creativity that defines the brand’s iconic Caviar collections.

Position Summary

The Customer Care Coordinator acts as the primary liaison between the LAGOS Flagship Store, sales teams, the workshop and customers. This role ensures clear communication, defines service scope, specifies responsibilities, sets performance expectations, and establishes an escalation process. By maintaining attention to detail and a customer-centric approach, the coordinator ensures timely service completion while upholding the company’s standards of quality and professionalism. This role is on site in our Philadelphia corporate headquarters, 5 days a week.

Ideal Candidate

Driven, enthusiastic, and goal-oriented, you excel in fast-paced environments where multitasking is required and performance outcomes are measured. Highly organized and detail-oriented, you effectively manage tasks related to special orders, customer inquiries, jewelry repair, and alteration. 

With a strong background in customer service, ideally within the jewelry or luxury goods industry, you handle service interactions with empathy, skill, and professionalism. Your advanced communication skills—both verbal and written—enable you to set clear service expectations and maintain regular, mutually beneficial contact with customers throughout overall process. 

Process-driven and customer-centric, you coordinate timely and effective service delivery. Empathetic, outgoing, and solution-oriented, you proactively solicit customer perspectives, identify the root causes of complaints, and ensure timely resolution. Relationship-driven and trustworthy, you honor commitments and build effective partnerships with customers, coworkers, and wholesale partners.

Essential Functions

• Communicate regularly via phone or email with wholesale partners and employees across departments regarding the status and charges associated with jewelry repairs. 
• Listen to customer concerns, complaints, or issues and take appropriate action to resolve them, involving management when necessary. 
• Processing and fulfilling wholesale partners special order requests.  
• Assess incoming jewelry to determine necessary services, such as cleaning, alteration, or repair, and notify customers of estimates in a timely manner. 
• Receive jewelry in need of repair and/or alteration from customers. 
• Notify customers of any delays in completion dates. 
• Prepare paperwork and update systems for shipment and invoicing.

Qualifications

• 1–3 years of customer service experience required. 

• Detail-oriented, organized, enthusiastic, and customer-focused. 

• Excellent follow-up skills. 

• Exceptional interpersonal skills. 

• Ability to multitask in a fast-paced environment. 

• Proficiency in Microsoft Office (Outlook, Word, Excel, Access) required. 

• Knowledge of jewelry, construction, gemstones, diamonds, silver, and gold preferred. 

• Experience with NetSuite or similar systems is a plus. 

Equal Employment Opportunities

LAGOS is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin, or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties

Please note this job description is not intended to cover or contain a com