Service Center Processor

ABOUT SHINOLA

At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well-loved. Our thoughtful craftsmanship, timeless design, and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own! Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.

ABOUT THE ROLE

The Service Center Processor plays an important role in supporting the daily flow of repairs through the Shinola Service Center. This position is responsible for accurately receiving, processing, staging, and shipping guest repairs while ensuring repair information is properly documented throughout the process. The role also supports basic watch services, including battery replacements, and helps ensure repairs move efficiently through the Service Center while maintaining a high level of accuracy and care.

KEY RESPONSIBILITIES

Processing Guest Repairs

Process inbound and outbound repairs daily (ship and receive) to/from customers, Shinola Retail Locations, and Wholesale partners

Accurately enter and maintain product, guest, and repair information in RepairDesk

Stage and prepare guest repairs for inspection, repair, and shipment

Support business needs to accommodate holiday schedules, training, and customer needs

Process Returns & Transfer Orders

Process returns from customer and wholesale channels

Receive & Transfer Orders from and to Stores, and Factory locations

Stage returned product for IQC

Battery Swaps

Perform battery replacements on quartz watches using proper tools and safe handling procedures

Inspect gaskets and case backs and follow established procedures for water-resistance testing where applicable

Accurately document all completed services

Communication (Verbal and Written)

Communicate clearly and professionally with Service Center team members, Retail locations, Customer Service, and other internal partners regarding repair status, processing needs, and any issues requiring additional support.

Other duties as assigned

QUALIFICATIONS

High School Diploma/ GED

1+ Year Experience in Manufacturing, Warehouse, or Customer Service

Microsoft Office experience

Salesforce, Package Zen, RepairDesk or FIFO experience is a plus

Microsoft AX or Magento, NetSuite experience is a plus

Note: This job description is not meant to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.