Identification Services Associate

Identification Services Associate

Requirements

• Sound knowledge of MS Office (Excel, Word, PowerPoint).
• Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.).
• Sound knowledge of key GIA people and their roles in production functions.
• Proficiency in functional department Standard Operating Procedures.
• Proficiency in Lab production workflows.
• Thorough understanding of GIA policies and procedures.
• Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; Apply basic analytical thinking to clarify issues and propose solutions with sound judgement and decision making abilities.
• Strong communication skills: Proficiency in reading, writing and speaking clearly and ability to read and comprehend English (Spectrum, training in English); communicate professionally (communicate respectfully, listen, articulate/explain issues, use professional tone, know when to email vs call, etc.).
• Detail oriented / Ability to focus and complete tasks assigned in a timely manner.
• Proficiency in using production and office equipment to perform the job assigned (tweezers, scales, stone-holder, microscope, etc.).
• Ability to multi-task, prioritize, and manage time effectively.
• Interpersonal skills: create positive interactions with colleagues; actively communicate with others in a timely & professional manner; maintain good working relationships with others and peers with a team-oriented mindset.
• Ability to share technical/functional knowledge with others to enhance productivity and collaboration.
• Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence.
• Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner.
• Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters.
• Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients.
• Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas.

Responsibilities

• Facilitate and distribute stones among assigned lab production functions as instructed.
• Store stones for next process step in the system and physical location appropriately; facilitate easy retrieval through efficient storage in accordance with required processes.
• Perform daily administrative details to ensure efficient and effective Identification operations (copying, reconciling purchase requisitions, etc.).
• Maintain, update and distribute reports to clients.
• Receive and respond to client calls. Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems.
• Assist with the analysis of stone flow.
• Monitor client accounts to ensure services are completed in a timely manner.
• Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed).
• Coordinate with other departments to resolve issues to ensure client satisfaction.

Preferred Qualifications

• Diamond Essentials class preferred