CRAFTS GROUP LLC

Assist customers with orders, answer inquiries, and support sales team activities. | 3+ years of customer service experience, proficiency with distributor and CS platforms, strong communication skills. | Job Title:   Wholesale Customer Experience Specialist Location: Fort Worth, TX Reports To: Director of Wholesale Marketing 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.  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 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.  Your First 3 Months * Month 1: Learn our product lineup, the process of hand-dying yarn, practice order entry, and start responding to routine calls and emails. Learn the warehouse layout and process for sending materials to the sales team. * Month 2: Independently answer calls and resolve common issues, enter complex custom orders and provide customers with order updates when needed. * Month 3: Begin to understand how the productions schedule is created and anticipate shipping dates for customers.   Our Commitment to Inclusion We believe crafting is for everyone — and so is working here. Creativity thrives when different voices, perspectives, and experiences come together. We welcome team members of all races, ethnicities, ages, religions, identities, orientations, abilities, and backgrounds. If you’re excited about this role but don’t meet every single requirement, we encourage you to apply anyway. We know the best teams are built by people who bring curiosity, a willingness to learn, and a love for what they do - your unique perspective might be just what we need.   What You Will Bring * 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.  * Background in the yarn industry is a plus!   Compensation & Benefits * Salary range: $20.00 to $22.00/hr. + bonus, depending on the experience and skills you bring. * Proficient-level experience falls toward the lower to mid-range. * Strategic-level experience may be considered at the upper range. * 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.   We're dedicated to helping our customers create with joy. If you're passionate about problem-solving, teamwork, and the crafts community, we'd love to hear from you!