Linden Cook Jewellery

• Respond to customer enquiries via email, web chat, and phone in a timely and professional manner.
• Guide customers through the impression process and provide support with wax kits, sizing, and order questions.
• Receive and process incoming Impression™ wax kits and appointment waxes on a first-in, first-out basis.
• Process returned castings and manage the intake workflow in line with production timelines.
• Maintain accurate order documentation and tracking throughout the impressions process.
• Support the production team with impression-related enquiries.
• Locate and manage impression sheets and associated order documentation.
• Work closely with the impressions production team to ensure the best and most efficient outcome for each piece.
• Select suitable wax impressions in line with LC quality standards.
• Assist with quality control of Impression™ pieces prior to final completion.
• Assist with ongoing process documentation and workflow improvements.
• Support retail services and customer appointments when required.
• Assist with events, activations, or special projects as needed.
• Occasional weekend availability for events or pop-ups.
• Ability to work across both Gertrude St and Coburg locations when required.

You’re someone who:

• Has 1–2 years’ experience in customer service, production support, or a detail-oriented operational role (experience in jewellery, retail, or a design-led environment is a bonus).
• You are highly organised, with strong attention to detail and the ability to manage multiple orders and workflows with accuracy.
• You are confidently communicating with customers and can guide them clearly and compassionately through meaningful, and sometimes emotional, processes.
• You enjoy problem-solving and can think practically when assessing impressions, troubleshooting issues, or improving workflows.
• You take pride in maintaining high standards and understand the importance of consistency and quality in a handcrafted product.
• You are a team player with a positive, can-do attitude and enjoy working closely with both customer service and production teams.
• You are curious, collaborative, and proactive in learning new processes and contributing to improvements.

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