Job Description

About the Role:

Krosswood Doors is a fast‑growing, industry‑leading e‑commerce brand crafting premium interior and exterior doors. With over $30M in annual revenue, we’re expanding rapidly and delivering exceptional quality directly to customers and building professionals nationwide.

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 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: Our beautiful Salt Lake City office provides a bright, collaborative space, and we equip our team with modern tools (HubSpot, Aircall, AI) that minimize busy work so you can stay focused on helping customers.

Key Responsibilities:

• Omni-Channel Support: Manage high-volume inquiries via phone, email, and live chat from both homeowners and professional contractors.
• Shipment Tracking Updates: Coordinate with our shipping and warehouse teams to track shipments, resolve shipping damages, and manage returns/claims efficiently.
• Technical Consultation: Assist customers with our door product specifications, associated with product installation. Training provided, but the ability and willingness to learn is required.

Who You Are:

• 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.
• The Translator: You can explain complex product terms to a novice homeowner with patience and clarity.
• The Detective: You don't just read a script. If a customer says a door arrived damaged, you investigate why and solve it.
• 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.

Requirements:

• Experience: 2+ years of experience in Customer Service, E-commerce Support, or Inside Sales.
• 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.
• Industry Exposure (Nice to Have): Prior experience in doors, 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 also a plus.
• Software Experience: Familiarity with modern CRM tools is a significant advantage (HubSpot, NetSuite, and Aircall preferred). Proficient in Microsoft Office tools, with strong working knowledge of Excel, Word, and Outlook.

Benefits:

• Competitive hourly wage ($21.50 - $26.00/hr)
• Health, Dental, and Vision insurance
• Paid Time Off (PTO)
• 401(k)

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