REMOTE Special Order Escalation Specialist

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Special Order Escalation Specialist plays a key role in supporting retail store teams, customers, vendor partners, and internal business partners throughout the order lifecycle. This position is responsible for managing order-related communications, resolving issues, coordinating with vendors, and ensuring special orders are processed accurately and efficiently.

The ideal candidate is highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment. Strong communication, problem-solving, and relationship-building skills are essential to success in this role.

Key Responsibilities

• Serve as a primary point of contact for store teams regarding special order inquiries and requests.
• Manage and respond to incoming emails, cases, and requests in a timely and professional manner.
• Coordinate with vendor partners to obtain order updates, resolve issues, and ensure timely fulfillment.
• Review and process escalated order concerns, identifying appropriate solutions and next steps.
• Monitor order activity and proactively address issues that may impact delivery, customer satisfaction, or order accuracy.
• Generate and distribute reports to vendors and internal business partners.
• Communicate with cross-functional teams to resolve order, replacement, and fulfillment concerns.
• Maintain accurate records and documentation within company systems.
• Support internal communication channels by assisting team members with questions and order-related concerns.
• Participate in team chat support and shared inbox management.
• Ensure all customer and order information is handled accurately and professionally.
• Identify opportunities for process improvement and contribute to a positive customer experience.

Qualifications

• Education: High School Diploma or equivalent required.
• Minimum of one year of experience in customer service, order management, operations support, retail support, or a related field.
• Proficiency in Microsoft Outlook and Excel; working knowledge of Microsoft Word.
• Strong verbal and written communication skills.
• Exceptional attention to detail and organizational abilities.
• Ability to manage multiple tasks and priorities simultaneously.
• Strong problem-solving and critical-thinking skills.
• Ability to collaborate effectively with internal teams, external partners, and vendors.
• Demonstrated ability to follow through on commitments and meet performance expectations.
• Adaptable and comfortable working in a fast-paced, evolving environment.
• Strong customer service mindset with a focus on delivering positive outcomes.

Preferred Qualifications

• Experience working with order management, customer service, logistics, fulfillment, or retail operations.
• Experience using case management, CRM, or ticketing systems.
• Experience working with external vendors or business partners.

Why You'll Love Joining Our Team

• Join an inclusive, diverse culture where you matter
• Work safely and comfortably from home—we provide all necessary equipment
• Competitive starting pay of $21.00/hour, plus seasonal overtime opportunities
• Employee discounts
• Earn referral bonuses when your recommended hires complete 60 days!
• Comprehensive healthcare, dental, and vision insurance to keep you and your family covered
• Allotted Paid time Off
• Generous 401(k) matching after just one year to help secure your financial future