Customer Success Coordinator

About KENTWOOL:
Family owned and operated since 1843, KENTWOOL has earned a reputation as being a manufacturing pioneer. As an innovative textile leader based in South Carolina, KENTWOOL has developed a truly state-of-the-art wool-based yarn spinning operation that produces the highest quality yarns in the industry.
Over the past century-and-a-half, one thing has remained constant: KENTWOOL’s unwavering commitment to quality and innovation. Covering a wide gamut of wool manufacturing - in the knitting, spinning, weaving, and industrial markets - KENTWOOL produce’s the finest, most advanced and dependable yarns you can find.

Job Overview
The Customer Success Coordinator provides frontline service to direct retail customers and established B2B accounts within Kentwool’s Performance Division. The role manages incoming inquiries and house accounts, ensures accurate order capture and communication across systems, and resolves service issues quickly to deliver a consistent, high-quality experience. The position maintains detailed CRM records, supports seasonal program execution, and identifies reorder opportunities that sustain sell through and customer retention.

Essential Functions and Responsibilities

• Manage a high volume of customer communication by phone and email. Answer questions about products, pricing, availability, and order status, and ensure every order is accurately entered and confirmed across internal systems.
• Own day to day service for assigned house accounts, including tracking open orders, coordinating with Operations and Shipping to ensure smooth fulfillment, and resolving issues promptly to protect relationships and repeat business.
• Maintain current and complete records in the CRM, including contacts, activities, opportunities, order notes, and follow ups. Monitor account health indicators and surface risks or opportunities to Sales leadership.
• Contribute to account growth by building rapport with repeat customers, identifying and facilitating timely reorders, and supporting execution of seasonal programs and assortments as directed by Sales.
• Partner cross functionally with Sales, Operations, and Production to ensure that customer needs are clearly communicated and met, and that every interaction reflects Kentwool’s standards for quality and responsiveness.
• Represent Kentwool’s brand professionally in all interactions.
• Perform other duties and responsibilities as assigned.

Education and Experience:

• High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred.
• Strong written and verbal communication skills, attention to detail, and proficiency with CRM and productivity tools.
• Customer service, order management, or account support experience in a manufacturing, consumer goods, or wholesale environment preferred.
• Team oriented with a problem-solving mindset and a commitment to accurate, timely follow through.

Physical Requirements & Working Conditions:

The physical requirements and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. The employee may be required to: sit, stand, walk, push, pull, bend, stoop, finger, grasp, lift, talk, hear or perform repetitive motions. The employee may be required to have close visual acuity to perform an activity such as viewing a computer screen.

The employee is subject to inside environmental conditions and is generally protected from weather conditions but not necessarily from temperature changes. The employee may be subject to noise.

This position will be based at Kentwool’s Pickens, SC, office.

Supervisory Responsibility:

This position does not have supervisory responsibility.

Compensation:

This role offers competitive compensation and employer-sponsored benefits. Base pay will be commensurate with experience.

Work Schedule:

This is a part-time role, approximately 20 to 25 hours per week, scheduled Monday through Friday. We are flexible on the specific start and end times each day, as long as the employee works 4 to 5 hours per day during regular business hours.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: 20 – 25 per week

People with a criminal record are encouraged to apply

Application Question(s):

• What is your target base pay for this role?
• Briefly describe one accomplishment that shows you can succeed in this role.

Experience:

• Customer service: 2 years (Required)

Ability to Commute:

• Pickens, SC 29671 (Required)

Work Location: In person

Salary : $18 - $20