Customer Success Specialist

Customer Success 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. 

Headquartered in a northwestern suburb of Atlanta, Jaipur Living designs, manufactures, and distributes rugs and other textiles through its extensive network of high-end interior designers and design firms, national retailers, and third-party ecommerce partners. The company continues to grow rapidly, experiencing double-digit annual growth every year for the past decade. This growth can be attributed to the care Jaipur Living puts not only in their customers, but their employees as well. Employees at Jaipur Living are encouraged to collaborate, think independently, and stretch the creative process to develop new ways of marketing and distributing their products around the world.   

In August 2022, the company opened a new studio adjacent to its headquarters that, at over 17,000 square feet, functions as a communal space for design professionals to visit to experience Jaipur Living’s products. The studio encapsules not only our beautiful product but also ways Jaipur makes lives beautiful through The Jaipur Rugs Foundation. 

What we do for our team members: 

• Comprehensive Benefits: Company Paid Holidays, PTO, Parental Involvement Leave, Maturity/Paternity Leave, EAP, No Cost Employee Medical Plan, Vision, Dental, and Company Paid Life Insurance. We also include a match on retirement (401K/Roth). 

• Career Development:We're committed to providing growth for career development within the company, supporting our team members' aspirations with a well-defined succession plan that includes a variety of training and development opportunities. 

• Pet-Friendly Workplace:We welcome your furry friends! Our 'Bring Your Dogs to Work' policy creates a pet-friendly atmosphere, allowing our team members to enjoy the companionship of their dogs during the workday. 

• Wellness Support:Not only do we support an active lifestyle with our on-site basketball court and yoga studio, but we host quarterly mental health events to assist in creating a well-rounded work-life harmony for our team members. 

• Sustainability Efforts: Reuse, Renew, and Refresh by joining our Green Team! Responsible for harvesting from the organic community garden, donating goods to local pet shelters and schools, creating educational workshops, leading nature walks, and much more, they promote well-being through sustainable practices. 

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 

We are adding a highly motivated and energetic Customer Success Specialist to our team. At Jaipur Living, our Customer Success Specialists help our company thrive and grow by not just maintaining but improving our customer’s experience in this ever-evolving industry. Our client base consists of many different distributers from boutiques to major retailers, so it is important for our Customer Success Specialists to be adaptable and have excellent communication skills.  

Essential Duties & Responsibilities: 

• Directly assist our sales team by managing the customer experience for a territory, along with answering inbound calls, emails, and possibly live chats.  

• Act as a brand ambassador and knowledge source when it comes to our values, product, policies, and procedures.  

• Provide customers with positive interactions by fulfilling their needs and answering questions timely and accurately.  

• Work cross-functionally with the Distribution Center, Accounting, Sales, and Planning teams to fulfill customer requests and resolve order issues both professionally and in accordance with the Customer Success department standards. 

• Master our internal operating systems to effectively manage open orders and ensure timely release to the Distribution Center for shipping.  

• Communicate quickly and effectively with customers and team members.  

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.  

• 1-3 years of B2B/corporate customer service experience 

• Exceptional time management, organizational, multi-tasking, and follow-up skills 

• Excellent communication, presentation, and interpersonal skills 

• Problem solving skills to find win-win solutions 

• Experience with Microsoft Office (specifically Outlook, Word, and Excel) 

• Call-center experience is a plus!  

• Provide customer-centered care 

• Collaborate effectively 

• Are highly organized 

• Identify as a self-starter and strategic thinker 

• Have ambitious goals 

• Excel in fast-paced, cross-cultural environments 

• Systems and software-savvy  

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.