Job Description

Krosswood Doors is a leader in the premium wood door industry. With over $30M in revenue and a dominant presence on HomeDepot.com, we are aggressively expanding our Direct-to-Consumer business at Krosswood.com.

We are looking for a Customer Service Specialist who takes ownership of each interaction with professionalism and empathy, excels at problem-solving and customer advocacy, and represents our brand with integrity and ownership . You will guide a homeowner through selecting the perfect entryway and help a contractor track a complex job-site delivery. You will be the frontline for our brand, bridging the gap between our manufacturing floor and the customer’s front door.

Why Join Krosswood?

• Growth: We are a high-growth company scaling our internal sales and customer support teams.
• Impact: You aren't a cog in a machine; your ability to solve problems directly impacts our brand reputation and bottom line.
• Modern Environment: We equip our team with modern tools (HubSpot, Aircall, AI) to minimize busy work so you can focus on helping customers.

Key Responsibilities:

• Omni-Channel Support: Manage high-volume inquiries via phone, email, and live chat. You will use Aircall (VOIP system)to handle calls from both DIY homeowners and professional contractors seamlessly.
• Technical Consultation: Assist customers with product specifications, including sizing, "rough openings," door handing, and wood species. Training provided, but ability and willingness to learn is required.
• Cart Completion Support: Proactively assist customers on Krosswood.com who need help finishing their cart. Use HubSpot (CRM) and NetSuite to track customer inquiries and follow up. This role is support-focused and not a sales position . 
• Order Logistics: Coordinate with our shipping and warehouse teams to track freight shipments, resolve shipping damages, and manage returns/claims efficiently.
• Platform Navigation: Navigate backend systems for Home Depot (Vendor Portals) and our internal Shopify/NetSuite ERP systems to process orders.

Who You Are:

• The Detective: You don't just read a script. If a customer says a door arrived damaged, you investigate why and solve it.
• The Translator: You can explain complex terms to a novice homeowner with patience and clarity.
• Tech-Savvy & Adaptable: You are comfortable working in multiple software platforms simultaneously. You are open to using new technologies, including AI tools, to help draft responses and improve your efficiency.
• Customer Oriented - You are customer-obsessed, lead with empathy, and take full ownership of each interaction - committed to delivering clear, professional, and high-quality service every time.

Requirements:

• Experience: 2+ years of experience in Customer Service, E-commerce Support, or Inside Sales.
• Industry Exposure (Nice to Have): Prior experience in construction or building materials is helpful but not necessary. We value customer service experience and will train the right candidate. Lowe’s or Home Depot Pro Desk experience is a strong plus.
• Software Experience: Familiarity with modern CRM and VOIP tools is a significant advantage. (Experience with HubSpot and Aircall is preferred). Proficient in Microsoft Office tools, with strong working knowledge of Excel, Word, and Outlook.
• Communication: Excellent written communication skills for email and chat support, as well as strong verbal communication abilities for phone interactions.
• Learning Agility: Willingness to learn our specific product lines and new productivity tools (AI) quickly.

Benefits:

• Competitive hourly wage ($21.50 - $24.00/hr).
• Health, Dental, and Vision insurance.
• Paid Time Off (PTO).
• 401(k).

* Please note this is an in-office position only.*

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