Customer Experience Specialist
About The Position
As a Customer Service Specialist, you’ll be the voice of our company across phone, email, and other digital communication. You’ll help customers place orders, navigate our websites, answer questions about yarn, fabric, and crafting products, resolve shipping and payment issues, and ensure every interaction reflects our values of care and creativity. Our Customer Service team supports multiple brands under the Local Crafts umbrella (including Knit Picks, Crochet.com, Superior Threads, Connecting Threads, Jimmy Beans Wool, Madelinetosh, and della Q), so you’ll play a key role in shaping a consistent, positive experience across all.
Requirements
- 2+ years of direct customer service experience (phone/email preferred).
- Strong computer and web navigation skills; quick learner of new systems.
- Proficiency with Microsoft Office.
- Excellent written communication with strong spelling, grammar, and attention to detail.
- Familiarity with knitting, crochet, or quilting products; ability to read patterns is a plus.
- Collaborative, adaptable, and comfortable multitasking in a fast-paced environment.
Nice To Haves
- Experience with Zendesk or similar CS platforms.
- Experience with Netsuite, ShopifyN or other order management systems.
- Advanced knitting or crochet knowledge, with ability to explain or teach patterns.
Responsibilities
- Support customers across multiple brands via phone, email, web forms, and live chat.
- Provide accurate, timely, and friendly responses in a call-center environment.
- Answer questions about knitting, crochet, and quilt patterns.
- Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
- Write clear, thoughtful email responses that reflect our brand voice—knowing that emails and chats may be shared publicly.
- Collaborate with teammates and other departments to ensure smooth resolution of customer issues.
- Take on special projects or additional tasks as needed.
Benefits
- Multiple medical, dental and vision plan options after 30 days (with company contributions to the premium costs)
- Healthcare Savings and Flexible Spending Accounts
- Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits
- Voluntary life and income replacement plans
- 401(k) Retirement Savings Plan with Employer Match
- Paid time off and holiday pay
- Employee discounts at all Local Crafts companies!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
