Customer Success Manager (Jewelry Industry)

2 hours, 30 minutes ago
Full-time
Junior
Customer and Technical Support
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009

Description

  • Manage assigned customer accounts and respond to inbound custom jewelry requests across email, phone, and messaging platforms.
  • Gather and clarify customer requirements, then translate them into actionable instructions for internal teams.
  • Advise customers on pricing, materials, manufacturing capabilities, design trade-offs, and timelines.
  • Coordinate with CAD designers, production, and operations teams throughout the manufacturing process.
  • Support quote preparation, pricing coordination, CAD preparation, and production-ready design workflows.
  • Track orders from design through manufacturing and delivery, ensuring required materials, specifications, and approvals are complete.
  • Follow up on pending approvals, missing information, and stalled orders to keep projects moving.
  • Maintain accurate customer records, communications, and order updates in internal systems.
  • Escalate production or technical issues and contribute to workflow, automation, and customer-experience improvements.

Requirements

  • 2+ years of experience in Customer Success, Account Management, Client Services, Operations, or a similar customer-facing role.
  • Excellent written and spoken English, including a neutral, easy-to-understand accent for US-based customers.
  • Strong listening, questioning, communication, problem-solving, and analytical skills.
  • Experience managing multiple customer requests under tight deadlines.
  • Exceptional organization and attention to detail with a proactive ownership mindset.
  • Tech-savvy and able to learn new systems and software quickly.
  • Availability to work US business hours; preferred location is South Africa.
  • Experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing (preferred).
  • Experience with bespoke jewelry manufacturing, CAD coordination, jewelry production, quoting, or pricing (preferred).
  • Experience with SaaS platforms, marketplaces, CRM systems, AI tools, workflow software, or companies such as Rare Carat or Nivoda (preferred).

Interested in this position?

Apply directly on the company website

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