September 4, ****
Full-Time | Melbourne
AtLinden Cook, every piece tells a story, and we're looking for an ImpressionTM Customer Service & Operations star to help us tell those stories.
The Impressions Customer Service & Operations role supports the end-to-end process of Linden Cook ImpressionTMpieces. This position sits between customer service and production, ensuring impression wax kits, customer enquiries, and impression processing are handled efficiently while maintaining the high quality standards of LC pieces.
About the Role
The key responsibilities of theImpressionTM Customer Service & Operations are:
Customer Communication
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.
Impression Processing
Receive and process incomingImpressionTM 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.
Production Coordination
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 thebest and most efficient outcome for each piece.
Quality Control
Select suitable wax impressions in line withLC quality standards.




Assist with quality control of Impression TMpieces prior to final completion.
Operational Support
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.
Additional Requirements
Occasional weekend availability for events or pop-ups.
Ability to work across both
Gertrude St and Coburg locations
when required
About You
You have 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 confident 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 curious, collaborative, and proactive in learning current processes and contributing to improvements.
You are a team player with a positive, can-do attitude and enjoy working closely with both customer service and production teams.
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📌 Impression Customer Service & Operations (Melbourne)
🏢 Linden Cook Jewellery
📍 Melbourne