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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer requests and expectations in the custom jewelry sector, with a strong focus on communication, organization, and problem-solving. Proficient in coordinating with internal teams to ensure seamless production workflows and enhance customer experience.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementCAD CoordinationWorkflow ImprovementStrong Verbal Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Request ManagementQuote PreparationPricing CoordinationOrder TrackingProblem-Solving
Soft Skills
Strong Listening SkillsAttention to DetailProactive MindsetOrganizational Skills
Tools & Technologies
SaaS PlatformsCRM SystemsWorkflow Management SoftwareAI Tools
Industry Keywords
Custom JewelryJewelry Production WorkflowsBespoke Jewelry ManufacturingLuxury ProductsDiamonds
About the role
Key responsibilities & impact- Manage inbound customer requests for custom jewelry pieces
- Serve as the primary point of contact for assigned accounts
- Communicate with customers via email, phone, and messaging platforms
- Provide a high-touch, responsive customer experience
- Review customer submissions and identify missing or unclear information
- Ask clarifying questions and translate customer requests into actionable instructions for internal teams
- Guide customers through pricing, materials, manufacturing capabilities, and design trade-offs
- Align customer expectations with operational capabilities and production timelines
- Coordinate with CAD designers, production, and operations teams
- Support CAD preparation and coordination for production-ready designs
- Assist with quote preparation and pricing coordination
- Track orders from design through manufacturing and final delivery
- Ensure required materials, specifications, and approvals are received before production
- Escalate production or technical issues when needed
- Follow up on pending approvals, missing customer inputs, or stalled orders
- Maintain accurate notes, communications, and order updates in internal systems
- Support continuous improvement of internal workflows and customer processes
- Identify opportunities to improve organization, efficiency, and customer experience using technology or automation
Requirements
What you’ll need- Excellent written and spoken English
- Strong verbal communication skills with a neutral, easy-to-understand accent suitable for communicating with US-based customers
- Strong listening skills and ability to ask thoughtful follow-up questions and communicate complex information clearly
- 2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles
- Experience managing multiple customer requests while working under tight deadlines
- Highly organized with exceptional attention to detail
- Tech-savvy and able to quickly learn new systems and software
- Strong problem-solving skills with a proactive, ownership mindset
- Demonstrated ability to improve workflows, solve problems independently, or take initiative beyond assigned responsibilities
- Comfortable working US business hours
- Preferred: Experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments
- Preferred: Experience with custom or bespoke jewelry manufacturing
- Preferred: Experience with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination
- Preferred: Experience balancing customer service responsibilities with operational or production support
- Preferred: Experience working in fast-paced production environments with short turnaround times
- Preferred: Prior exposure to SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software
- Preferred: Experience at companies like Rare Carat, Nivoda, or similar jewelry or diamond technology companies
Benefits
Comp & perks- Fully remote company context
- Remote work arrangement for this role
- Work schedule aligned to US business hours
- Start date as soon as possible