Wholesale Customer Experience Specialist

Job Description

Job Description

At Local Crafts, we're the creative force behind some of the most beloved names in crafting: Connecting Threads, Superior Threads, Knit Picks, Crochet.com, and Berroco. From our own workshops to trusted partners around the globe, we design and curate products makers reach for every day: the fabrics, threads, yarns, and tools that turn ideas into finished pieces.

Madelinetosh is one of the most dynamic hand-dyed yarn companies in the world, known for pioneering dye techniques and original uses of color. Because most yarns are dyed to order in small batches, this role calls for a special level of customer care. As our new Wholesale Customer Experience Specialist, you'll be the voice of the Madelinetosh brand for our customers, our outside sales team, and everyone in between, making sure every interaction reflects our values of care and creativity. This is a brand new position on the Sales Operations team, created to give our wholesale customers and sales reps a dedicated point of contact as the brand grows.

What You'll Do

• 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 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.

What You'll Bring

• 3+ years of direct customer service experience, phone and email preferred.
• Exceptional attention to detail and accuracy.
• Proficiency in NetSuite or a similar distributor program, including order entry, invoicing, accounts receivable, and billing.
• Experience with Zendesk or a similar customer service platform.
• Proficiency with Microsoft Office and Adobe Acrobat.
• Excellent written communication, with strong spelling, grammar, and attention to detail.

You'll Thrive Here If

• You take real pride in getting the details right, especially when it's your name on the order.
• You're energized by a fast pace and comfortable juggling calls, emails, and orders at once.
• You like being the person people can count on for a straight answer.
• You're curious about how things are made, and would enjoy learning the ins and outs of hand-dyed yarn production.
• You have a soft spot for the maker community and want your work to support it.

Additional Information

• This is an hybrid role working both remotely and on-site role in Grand Prairie TX, reporting directly to the Manager of Sales Operations.
• Comprehensive benefits including medical, dental, and vision coverage; 401(k) with company match; paid time off; and parental leave.
• Employee discounts across all Local Crafts brands: Connecting Threads, Superior Threads, Knit Picks, Crochet.com, and Berroco.
• Must be legally authorized to work in the United States. Local Crafts is unable to sponsor employment visas for this position.