Customer Experience Specialist

(B2B Jewellery Industry)

At CrownRing Bridal house, we believe exceptional customer service is what truly sets a brand apart.

As a leading jewellery designer and manufacturer, we partner with jewellery retailers across North America to deliver beautifully crafted pieces and an outstanding customer experience. Our retail partners rely on us not only for our product, but for the responsiveness, care, and support we provide every day.

We are looking for a Customer Experience Specialist to join our team — someone who is highly organized, solutions-focused, and passionate about creating exceptional experiences for our customers. This role is ideal for someone who thrives in a fast-paced environment, communicates with confidence and professionalism, and genuinely enjoys helping people.

Our Client Experience team is at the center of our special order business and plays a critical role in maintaining the strong relationships we have built with our retail partners.

Key Responsibilities

- Serve as the primary point of contact for retail partners regarding all special order inquiries and support needs
- Deliver exceptional customer service through phone, email, and live chat communication
- Build strong relationships with retailers by providing timely, professional, and solution-oriented support
- Manage inquiries related to:
- Order status updates and ship dates
- Return authorizations
- Product questions
- Repairs and special requests
- Custom jewellery quotes and modifications
- Customer concerns and issue resolution
- Prepare and communicate accurate custom quotes and pricing information
- Work closely with internal departments including production,



shipping, sales, and design teams to ensure seamless communication and order execution
- Proactively follow up on open orders and communicate updates to customers
- Resolve customer concerns with urgency, professionalism, and empathy
- Maintain accurate records and order details within internal systems
- Support a luxury-level service experience that makes every customer feel valued and prioritized
- Contribute ideas and improvements that enhance the customer experience and internal processes

What We’re Looking For

- Exceptional communication skills, both written and verbal in English (required to communicate with our American customers)
- Basic French communication skills are considered an asset
- A strong customer-first mindset with a genuine passion for helping people
- Someone who naturally goes above and beyond to create positive customer experiences
- Ability to build strong relationships with retail partners through professionalism, responsiveness, and attention to detail
- Solid problem-solving skills and the ability to remain calm and solutions-focused under pressure
- Ability to multitask, prioritize, and stay organized in a fast-paced environment
- Strong math and analytical skills, with the ability to confidently work through custom jewellery pricing,



calculations, and quote adjustments
- High level of accuracy and attention to detail
- Positive, team-oriented attitude with a willingness to learn and continuously develop skills in jewellery knowledge, manufacturing processes, product education, and customer service excellence
- Confidence handling customer concerns and turning challenging situations into positive experiences
- Comfortable communicating through phone, email, and live chat platforms
- Previous experience in customer service, account management, luxury retail, manufacturing, or the jewellery industry is considered an asset

Position Details

- Full-time, in-office position
- Hours: Monday–Thursday: 9:00 AM – 6:00 PM & Friday: 9:00 AM – 3:30 PM
- This role is based in-office and requires daily on-site attendance
- Health and dental benefits available following successful completion of the probationary period

Why Join Us

- Be part of a collaborative and supportive team
- Work with a company that values long-term relationships and exceptional service
- Opportunity to grow within a dynamic and creative industry
- Play a meaningful role in shaping the customer experience of a respected jewellery brand
- Competitive compensation package
- Health and dental perks following probation
- Consistent full-time schedule with early finish Fridays

If you are passionate about customer experience and take pride in delivering service that truly stands out, we would love to hear from you.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

📌 Customer Experience Specialist (Montreal)
🏢 CrownRing Bridal House | Maison Nuptiale
📍 Montreal