Account Manager, Customer Success Manager – Jewellery

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🕒 July 10

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Fresh Prints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

📋 Description

• Manage inbound customer requests for custom jewelry pieces • Serve as the primary point of contact for assigned accounts • Communicate directly with customers via email, phone, and messaging platforms • Ensure a high-touch, responsive customer experience • Review customer submissions and identify missing or unclear details • Ask clarifying questions to refine design and production requirements • Translate customer needs into clear, actionable internal instructions • Help customers understand pricing, material, and design trade-offs • Coordinate with CAD, production, and operations teams • Track order progress from design to manufacturing to delivery • Ensure all required materials (e.g., stones, specifications) are received • Escalate production or technical issues when needed • Follow up on pending approvals, missing inputs, or stalled orders • Maintain accurate notes and updates in internal systems • Ensure smooth progression of orders through the pipeline • Support continuous improvement of internal workflows

🎯 Requirements

• Excellent written and spoken English • Strong comprehension and ability to communicate clearly with US customers • 2+ years of experience in customer success, account management, or operations • Highly organized and detail-oriented • Tech-savvy and quick to learn new systems • Strong problem-solving and ownership mindset • Comfortable working US business hours. • Experience in jewelry, diamonds, gemstones, or luxury products, ideally within manufacturing or production environments • Experience with custom product or production-based businesses • Prior exposure to SaaS platforms, marketplaces, or high-touch B2B customers • Experience at companies like Rare Carat, Nivoda, or similar jewelry/diamond-tech companies is highly preferred.

🏖️ Benefits

• As soon as possible