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Senior Servicing Estimator
4 months ago
The Senior Servicing Estimator is an integral part of the after sales servicing experience and provides clients with estimates based on careful review of client owned merchandise submitted for repair. They collaborate with technicians, inventory control, vendor coordinators and material specialists to ensure we have accurate pricing, timing and the necessary components needed to complete the desired service. This role requires collaboration with multiple cross-functional teams and strong follow through skills. The Senior Servicing Estimator is a proficient Graduate Gemologist who will be responsible for using gemological expertise and equipment to examine and assess merchandise condition when needed. They must have excellent self-management skills and be able to prioritize and multi-task, while interacting with internal customers. They will facilitate the most complex and high value estimates and therefore must adhere to all Tiffany & Co. policies and standard operating procedures while handling High Value merchandise.
The Senior Servicing Estimator must always communicate in an effective client centric manner and be able to decipher and clearly share technical guidance and/or suggestions in basic terms to internal partners - this requires a high level of approachability and the ability to convey the proper tone when communicating (i.e., empathy, sincerity, confidence). Ability to apply critical thinking skills to make sound decisions related to how service pricing strategy ties in with retail pricing to provide the best recommendations is a vital skill for this role.
The Senior, Servicing Estimator is responsible for being a liaison when it comes to collaborating with Repair Services to efficiently provide estimated pricing and timing for repair orders. They should strive for excellence and accuracy in the execution of their day to day activities. This role will be responsible for research on product, accuracy of the parts required, parts availability, and partnership with other departments. The Senior Servicing Estimator is also responsible for creating orders received direct from clients and submitting for estimates if applicable.
What You'll Do:
* Perform detailed inspections of incoming Client Owned Merchandise (COM) and capture pertinent information related to the condition of the item and services needed.
* Provide accurate solutions that take into account the various aspects of the client experience such as turn time with ample supporting details for complex/detailed estimates
* Accurately enter timing and pricing of estimate orders, using the correct resources provided
* Manage individual work with close attention to detail to ensure orders are created and processed with high quality and within expected turn times
* Support the pre QA and gemological review of high value merchandise
* Proactively work with management with any repair service issues and/or client escalations
* Communicate workflow effectively through updating memos and following up on orders, including those awaiting parts
* Monitor estimate volume through weekly reporting that is a rotating task among the team
* Actively monitor estimator notes and include any items that are retired to support pricing consistency
* Identify opportunities for process improvement and collaborate accordingly with responsible parties
* Assist management with projects, flex assignments and/or ongoing tasks to meet the needs of the business as needed
* Act as an internal client advocate by working with all departments at the TSC and obtaining information necessary for resolution of client issues
Required Qualifications:
* Minimum 3 years of jewelry experience
* Minimum 3 years business experience with strong operational background
* GIA Coursework completion
* Previous microscope experience
* Proficiency with Microsoft Excel, Word and Outlook
* Meticulous attention to detail
* Strong English language verbal and written communication skills
* Strong initiative and the ability to work without constant direction
* Excellent communication, problem solving and analytical skills
* Excellent organizational abilities to manage and prioritize multiple tasks
* High ability to collaborate, build strong business relations and influence without direct authority
* Ability to shift tasks to meet daily business needs
* Demonstrated ability to identify and provide resolution for areas of improvement
* Flexible work schedule and ability to work overtime as needed, including possible weekends
* Customer service orientation
* Detail oriented ability to communicate effectively with different levels of management
* Experience working in an operations, technical, or luxury retail environment
Preferred Qualifications:
* Completion of Graduate Gemology degree
* Proficiency with any of the following: JDE One World, E1 and Business Objects
* Knowledge in AS400, MIPS, POS, Compass or Salesforce
* Tiffany & Co. product knowledge
* Ability to prioritize and work in a highly dynamic, fast paced and team-oriented environment
* Ability to work with cross functional teams
The hiring range for this position ranges from $29 - $40/hr. The rate of pay offered will be dependent upon candidates' relevant skills and experience.
