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 more than a standard support rep. We need a Customer Service Specialist who can 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 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.
• Sales Conversion: ProactivelyassistcustomersonKrosswood.com who need help finishing their cart. You will use HubSpot(CRM)to track these leads and follow up on opportunities.
• 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 construction 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 Aptitude: Preference for candidates with a background in construction, home improvement, or building materials (Lowe's/Home Depot Pro Desk experience is a huge 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 and in-person 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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