Client Experience & Operations Specialist

About the Position Grand Central Watch is a family-owned watch repair business specializing in the service and restoration of luxury, vintage, and modern timepieces. We are seeking a highly organized, detail-oriented, and customer-focused Client Experience & Operations Specialist to support daily business operations, customer communication, watch repair coordination, and administrative tasks. This position also serves as a key liaison between our upstairs repair department and downstairs sales team, ensuring smooth communication and efficient service. Key Responsibilities Customer Service & Repair Coordination Respond to customer inquiries via email, phone, and in person. Communicate repair estimates, service updates, and completion timelines. Serve as a liaison between the repair department and sales team, coordinating repair statuses, approvals, and customer requests. Maintain accurate customer records and repair documentation. Authentication & Data Entry Assist with watch authentication operations for business partners, including Chrono24 and Grailzee. Accurately enter and update watch information, inspection details, and related records. Support receiving, tracking, and shipping workflows using internal spreadsheets and databases. Shipping & Order Fulfillment Carefully package watches, accessories, and merchandise for shipment. Create shipping labels, verify addresses, and maintain tracking records. Coordinate outgoing shipments and monitor delivery updates. Heritage Books & Special Projects Coordinate personalized Heritage Book projects, including customer questionnaires, writing, editing, and book layout. Organize customer photographs and watch histories for book production. Assist with occasional product manufacturing, vendor communication, and inventory coordination. Administrative & Digital Operations Maintain company records, spreadsheets, and internal documentation. Use Google Workspace and other digital systems to support daily operations. Assist with improving internal processes and maintaining organized workflows. Qualifications Previous customer service, administrative, or operations experience. Excellent written and verbal communication skills. Strong organizational skills and exceptional attention to detail. Proficiency with computers, email, spreadsheets, and Google Workspace. Ability to multitask, prioritize responsibilities, and work independently. Strong writing, proofreading, and data entry skills. Professional, dependable, and eager to learn. Preferred, but Not Required: Experience in luxury retail, watches, jewelry, or repair services. Familiarity with shipping, inventory management, or CRM systems. Basic knowledge of Canva, Adobe InDesign, or similar design software. Experience coordinating with vendors or manufacturers. Pay: $29.00 - $32.00 per hour Expected hours: 40.0 per week Benefits: Health insurance Work Location: In person

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