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Local Crafts is a U.S.-based maker and retailer of craft supplies, bringing together design, manufacturing, and e-commerce. Formerly Premiere Needle Arts, the company says its team of more than 200 people across the United States designs and makes most of its products, including knitting needles, yarn, printed fabric, and thread. Its work includes testing products in-house and connecting with knitters, sewists, and other makers through a crafting community.
Remote Customer Service Specialist — Local Crafts (US)
Support Local Crafts’ online brands by assisting customers with orders, shipping, returns, and craft-related questions over phone, email, and chat. The role combines ticket resolution, order and account updates, and collaboration across teams.
विवरण
- Assist customers across brands by phone, email, web form, and live chat.
- Provide accurate, timely, friendly, and informed customer support.
- Resolve customer issues with appropriate judgment, including arranging replacements, refunds, or credits.
- Escalate customer issues when necessary.
- Answer questions about knitting, crochet, and quilting tools, methods, and patterns.
- Place orders and update customer account information in internal systems.
- Monitor shipments and explain return procedures.
- Write clear, considerate messages in the company’s brand voice.
- Work with colleagues and other departments to address customer concerns.
- Complete special projects and other duties as assigned.
- Learn the products across more than seven brands, along with ordering and ticketing systems.
- Research and resolve complex tickets, apply exceptions, and provide tailored responses in coordination with others as needed.
- Report to the Director of Customer Experience.
आवश्यकताएँ
- At least two years of recent experience handling customer inquiries by chat, email, and phone for an online retailer.
- Able to independently resolve order, shipping, and return issues with little supervision.
- Familiarity with knitting, crochet, or quilting tools and techniques.
- Strong computer and web navigation skills, with the ability to learn new systems.
- Proficiency in Microsoft Office.
- Clear, accurate writing, with strong spelling, grammar, and attention to detail.
- Collaborative and adaptable, with the ability to manage multiple tasks in a fast-paced setting.
- Experience with Zendesk or a comparable customer service platform is preferred.
- Experience with NetSuite, Shopify, or another order management system is preferred.
- Advanced knitting or crochet knowledge, including the ability to read, troubleshoot, and explain patterns, is preferred.
- Available to work Saturday through Wednesday, 8:30 a.m. to 5:00 p.m. Pacific Time.
लाभ
- Several medical, dental, and vision plan options after 30 days, with the company contributing toward premiums.
- Health Savings and Flexible Spending Accounts.
- Company-paid life insurance, short- and long-term disability, and worldwide travel assistance.
- Optional life insurance and income replacement plans.
- 401(k) retirement plan with an employer match.
- Paid time off and holiday pay.
- Employee discounts across Local Crafts companies.
- Fully remote work.
- Regular full-time schedule.
- Work with multiple popular craft brands.
- Opportunity to expand craft industry knowledge across several brands.
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