Wholesale Customer Experience Specialist
About The Position
At Local Crafts, we believe in saying “YES” to our customers whenever we can. Great customer service means being friendly, knowledgeable, and accurate - setting the right expectations while creating a welcoming, supportive experience for our diverse community of makers. Madelinetosh is one of the most dynamic and leading hand-dyed yarn companies in the world, known for pioneering dye techniques and original uses of color. Most yarns are dyed-to-order in small batches, a special process that requires a special level of customer service. As a Wholesale Customer Experience Specialist, you’ll be the voice of our Madelinetosh brand for both internal and external customers and the outside sales team. You will be the main point of contact for placing orders, answering product questions, and providing the sales team with assistance when needed - ensuring every interaction reflects our values of care and creativity.
Requirements
- 3+ years of direct customer service experience (phone/email preferred).
- Exceptional attention to detail and accuracy
- Proficiency in navigating NetSuite or similar distributor programs, including order entry, invoicing, accounts receivable and billing.
- Experience with Zendesk or similar CS platforms.
- Proficiency with Microsoft Office and Adobe Acrobat.
- Excellent written communication with strong spelling, grammar, and attention to detail skills.
- Collaborative, adaptable, and comfortable multitasking in a fast-paced environment.
Nice To Haves
- Background in the yarn industry is a plus!
Responsibilities
- Enter sales orders with absolute accuracy, update account details, and create invoices.
- Proactively provide order status updates to customers.
- Answer customer and sales team questions by phone and email, using Zendesk to track customer service issues and resolutions.
- Learn how to build and maintain the production schedule for hand-dyed yarns.
- Pull and pack inventory for various trade shows.
- Organize and maintain road (trunk) shows for Madelinetosh and other brands.
- Assist with compiling and organizing seasonal launch materials for the outside sales team.
Benefits
- Eligibility for the company’s profitability bonus plan.
- Multiple medical, dental and vision plan options with company contributions to the premium costs.
- Healthcare Savings and Flexible Spending Accounts
- Company-paid life, short- and long-term disability benefits
- 401(k) Retirement Plan with employer match.
- Generous Paid Time Off, Parental Leave, and holiday pay policies.
- Employee Discounts as all Local Crafts companies.
- The chance to grow with a company that values creativity, collaboration, and a love of craft.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
