Customer Success Key Account Specialist

“Let goodness, fairness and most importantly, love prevail in business; profits will inevitably follow.” – NK Chaudhary, founder

Jaipur living is a socially conscious luxury brand with a passion for people, products, and design. A differentiated challenger brand, Jaipur Living is known for its beautiful rugs and textiles. Jaipur Living products can be found in the finest homes, and the company prides itself in providing only the highest quality products, a transparent and ethical supply chain, and a distinctively thoughtful customer experience, with personalized support and custom offerings.

What we do for our team members:

• Give competitive benefits and salaries.
• Provide a professional and friendly work environment.
• Maintain a modern, sleek facility, which complements our attitudes and desires.
• Create opportunities for growth inside the company.
• Give access to an on-site basketball court and gym complete with a yoga studio and showers.
• Encourage employees to collaborate over an organic community garden.

Our Values

Empowerment • Inclusiveness • Responsibility • Progressive

Learn more about our company story here: https://www.jaipurliving.com/the-jaipur-living-story

The Jaipur Rugs Foundation

Since 2004, the Jaipur Rugs Foundation has worked to improve the lives of rug-weaving artisans in India. This is done through training, skills development, and social interventions. By focusing on the ideas and solutions that create social value, the Foundation supports the dignity and heritage of these traditional artisans, believing that healthy and sustainable communities are key to the survival of traditional rug weaving. Jaipur Living has made ethical and socially conscious global citizenship the foundation of its business. Through social initiatives and the Jaipur Rugs Foundation, the company supports a supplier ecosystem without a middleman of more than 40,000 artisans in 700 villages across India by providing them with a livable wage, access to health care, leadership education, and opportunities for personal growth and development. Combining time-honored techniques and of-the-moment trends, every Jaipur Living product is as ethically and responsibly made as it is beautiful.

Learn more about the Jaipur Rugs Foundation here: https://www.jaipurrugs.org/

Overview

The Customer Success Key Account Specialist is responsible for delivering operational excellence and an exceptional customer experience across Jaipur Living's portfolio. This role serves as the primary operational owner for assigned accounts, ensuring seamless execution of order management, fulfillment coordination, routing compliance, returns processing, and customer support activities.

The ideal candidate combines strong customer relationship management skills with operational expertise, demonstrating the ability to manage complex account requirements, navigate cross-functional partnerships, and drive timely resolution of customer issues. Success in this role requires exceptional attention to detail, proactive communication, sound judgment, and a commitment to continuous improvement.

Essential Duties & Responsibilities:

Customer & Account Management

• Serve as the primary point of contact for assigned customers, delivering professional, timely, and solution-oriented support.
• Build and maintain strong customer relationships through proactive communication, accountability, and consistent follow-through.
• Manage customer inquiries, order issues, claims, returns, routing requests, and service concerns from intake through resolution.
• Provide customers with accurate information regarding order status, inventory availability, shipping timelines, and account-specific requirements.
• Ensure all customer interactions align with Jaipur Living's commitment to service excellence and customer success.
• Anticipate customer needs and proactively identify opportunities to improve the customer experience.

Operational Excellence & Account Ownership

• Own the day-to-day operational execution of assigned, ensuring adherence to customer requirements and internal service standards.
• Coordinate order fulfillment activities, routing compliance, shipping execution, and issue resolution to support on-time delivery and customer satisfaction.
• Monitor open orders, backorders, returns, claims, and aging issues to ensure timely action and resolution.
• Prioritize critical customer commitments and operational deadlines while balancing competing business demands.
• Maintain a thorough understanding of customer-specific requirements, policies, and service expectations.
• Identify operational risks and escalate issues appropriately to minimize customer impact.

Cross-Functional Partnership

• Collaborate closely with Sales, Distribution Centers, Transportation, Planning, Accounting, IT, and Customer Success Leadership to deliver positive customer outcomes.
• Facilitate communication across departments to ensure alignment of priorities, timelines, and customer commitments.
• Partner with internal stakeholders to resolve complex customer issues and drive effective solutions.
• Support organizational initiatives aimed at improving operational efficiency, service quality, and customer satisfaction.
• Act as a trusted advocate for customers while balancing business objectives and operational capabilities.

Case Management & Service Level Performance

• Manage a high-volume workload while maintaining established service level expectations and response time commitments.
• Ensure full ownership and accountability for customer cases from intake through closure.
• Maintain accurate and comprehensive documentation within Salesforce, the ERP, and other business systems.
• Utilize data and reporting to monitor account health, identify trends, and support informed decision-making.
• Demonstrate strong organizational discipline and effective workload prioritization to consistently meet performance expectations.

Continuous Improvement & Business Support

• Identify opportunities to streamline processes, improve efficiency, and enhance the customer experience.
• Provide feedback and recommendations to leadership regarding process improvements, workflow enhancements, and operational best practices.
• Support the development, maintenance, and adherence to Standard Operating Procedures (SOPs).
• Contribute to initiatives that promote scalability, consistency, and operational excellence across the channel.
• Continuously develop expertise in customer requirements, operational processes, and company systems.

Skills & Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Bachelor’s degree in business administration, Supply Chain, Management, Marketing, or a related field preferred; equivalent experience will be considered.
• 2 years of experience in customer success, account management, customer service, logistics, operations, or a related field.
• Strong customer relationship management and problem-solving capabilities.
• Exceptional organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy.
• Excellent written and verbal communication skills.
• Strong analytical and critical-thinking abilities with a data-driven mindset.
• Proficiency with CRM platforms, Microsoft Office applications, and other business systems.
• Proven ability to collaborate effectively across departments and influence positive outcomes.
• Demonstrated ownership, accountability, and commitment to delivering results.
• Adaptability and willingness to embrace change, new processes, and evolving business needs.

Performance Expectations

Success in this role is measured by:

• Achievement of customer service and SLA performance goals.
• Customer satisfaction and relationship management effectiveness.
• Order accuracy and fulfillment execution.
• Timely resolution of customer inquiries, returns, and claims.
• Compliance with customer routing requirements and operational processes.
• Accuracy and completeness of case documentation.
• Effective cross-functional collaboration and communication.
• Contributions to process improvement and operational efficiency initiatives.
• Demonstrated ownership, accountability, and execution of assigned responsibilities.

Physical Requirements:

• Remaining in a seated position for long periods of time
• Standing is to remain on one’s feet in an upright position without moving about
• The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by schedules breaks and/or lunch period
• Lifting and transporting items that could weight up to 25 pounds
• Entering text or data into a computer by means of a traditional keyboard
• Expressing or exchanging ideas by means of the spoken work to impart oral information to clients and talent and convey detailed spoken instructions to other workers accurately and quickly
• The ability to hear, understand, and distinguish speech and/or other sounds such as in person and telephone
• Clarity of vision to see computer screens and workspace

Employment at Jaipur is contingent on the completion of a criminal background check and a drug screen, with the results being negative. Jaipur employees are subject to pre-employment, post-injury, post-accident, reasonable suspicion and random testing for illegal drug usage. Management retains the discretion to add or change the duties of this position at any time.