JOB DESCRIPTION

Revised 06/25/26

CLASSIFICATION

Hourly wage, non-exempt

REPORTS TO

E-Commerce Manager

JOB DESCRIPTION

As an E-Commerce Sales & Service Professional, you’ll be the heartbeat of our online customer experience, connecting with shoppers at every stage of their journey, from first browse to treasured purchase and beyond.

This role blends the art of jewelry sales with the precision of e-commerce operations. You’ll build genuine relationships with customers, drive online sales performance, and ensure every order is fulfilled with the care our brand is known for.

This position requires excellent communication and conflict resolution skills, computer knowledge, and the ability to manage many tasks efficiently in a fast-paced environment.

ESSENTIAL FUNCTIONS

Sales & Customer Relationships

Consistently close online sales through personalized, consultative engagement across chat, phone, email, and SMS.
Build long-term relationships with clients, from handwritten thank-you notes to proactive follow-up, making every customer feel valued long after their purchase.
Become a trusted expert on Day’s Jewelers products, warranties, repair services, trade-in policies, and special-order capabilities.
Stay current on product features, promotions, and brand messaging to support confident, informed selling.

Order Management & Fulfillment

Own the end-to-end order process: fulfillment, POS transactions, customer profile maintenance, packaging, and shipment, all executed to Day’s standards.
Coordinate with store locations to ensure timely shipment and pick up of online orders.
Manage special orders, repairs, and layaway payments accurately and on time.

Website & Digital Operations

Maintain product listings, ensuring imagery, descriptions, and product details are accurate and visually compelling.
Conduct regular site audits and manage the External Links document to keep Day’s presence accurate across partner websites.
Collaborate with the Web and Marketing teams on digital initiatives.
Stay current on jewelry industry trends, seasonal shopping behaviors, and e-commerce best practices to support timely website updates.

SKILLS & KNOWLEDGE

E-Commerce Sales Operations: Knowledge of online retail sales processes, order fulfillment workflows, and conversion-driven selling practices.
Customer Service & Digital Communication: Multi-channel support across phone, email, chat, and SMS with a consistent, brand-aligned voice.
Order Management & Fulfillment: Proficiency with POS systems, order tracking, shipping procedures, layaway processing, and special order workflows.
Client Relationship Management: Customer engagement, follow-up strategies, and retention practices that drive repeat business.
Website Product Maintenance: E-commerce product listings, SKU management, site accuracy, and basic merchandising standards.
Technology & Systems: Comfort with POS systems, CRM platforms, and e-commerce tools; ability to troubleshoot and adapt to new platforms.

CORE COMPETENCIES

Ownership Mindset: You act like it’s your business: protecting resources, making sound decisions, and holding yourself to a high standard.
Sales Execution: You drive results through genuine customer connection, not pressure.
Attention to Detail: Accuracy in orders, listings, and customer records is non-negotiable for you.
Adaptability: You flex with changing priorities, promotions, and customer needs without missing a beat.
Communication: You’re clear, professional, and personable across every channel, including when things get complicated.
Time Management: You juggle multiple tasks in a fast-moving environment and take initiative without being asked.
Integrity: You act in alignment with Day’s values and treat every customer and colleague with respect.
Resilience: You stay composed and solutions-focused under pressure, adapt to setbacks with a positive attitude, and maintain a high level of professionalism through changing priorities and challenging customer situations.

WORK ENVIRONMENT

This job operates exclusively in an office environment. Frequent computer, telephone, printer, and photocopier use is required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is regularly required to talk and listen. This position requires frequent sitting at a personal computer and occasional standing, walking, crouching, and bending. The employee must occasionally lift and move up to 25 pounds. Frequent grasping, reaching, and fine finger dexterity and motor skills are required. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK

This is an office-based role at H.E. Murdock corporate office, operating primarily Monday-Friday, with weekend shifts throughout the year and during peak seasons (holiday, Valentine’s Day, etc.). You’ll have advance notice of any schedule adjustments from your E-Commerce Manager.

PREFERRED EDUCATION AND EXPERIENCE

Bachelor’s degree in marketing, commerce, digital business or other related field of study
2+ years experience in a retail customer service-related role, preferably an e-commerce environment
1+ of sales experience
Jewelry retail experience
Jewelry certification trained; JA, DCA, and GIA Certifications – or a genuine interest in pursuing them

AAP/EEO STATEMENT

H. E. Murdock Co Inc., DBA Day’s Jewelers is committed to equal employment opportunity and employs all qualified persons without regard to race, color, religion, national origin, sex, age, sexual orientation, handicap, or any other classification protected by the federal, state or local laws.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Salary Description

$20-$24

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