Job Description

Job Title: Customer Service Associate

Location: Reno, Nevada

Department: Customer Experience

Company Overview:

At Havelock Wool , we believe the best building materials come from nature. We manufacture high-performance wool insulation sourced from New Zealand sheep, delivering sustainable, non-toxic alternatives to traditional insulation. As advocates of better building science and a healthier planet, we’re growing our team with people who are passionate about sustainability, craftsmanship, and creating exceptional customer experiences.

Position Summary:

We are looking for a friendly, organized, and solution-oriented Customer Service Associate to join our team. This individual will serve as the first point of contact for customers—homeowners, builders, architects, and van conversion enthusiasts—providing product guidance, processing orders, and resolving issues with a professional and empathetic approach.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, and social media with timely, accurate, and helpful information.
• Assist customers in placing orders, tracking shipments, and understanding product specifications.
• Collaborate with logistics and operations to ensure timely delivery and resolve shipping or order issues.
• Provide education and support about Havelock Wool’s products, installation best practices, and environmental benefits.
• Maintain accurate customer records using CRM and order management systems (e.g., Shopify, HubSpot).
• Identify recurring customer pain points and provide feedback to improve systems, products, and processes.
• Support internal teams (sales, marketing, and operations) with customer-related insights and communication.
• Promote a culture of empathy, transparency, and customer-first thinking.

Requirements:

• 1–3 years of experience in customer service, ideally in a DTC, e-commerce, or building materials environment.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with a proactive, can-do attitude.
• Comfortable using technology (CRM, helpdesk tools, e-commerce platforms).
• Ability to multitask, prioritize, and manage time effectively.
• A passion for sustainability, natural products, and improving the built environment.

Preferred Qualifications:

• Experience working with tools like Shopify or HubSpot.
• Background or interest in green building, insulation, construction, or van life culture.

What We Offer:

• A mission-driven company focused on environmental impact.
• A collaborative and flexible work environment.
• Opportunities for growth in a rapidly expanding business.
• Competitive compensation and benefits package.

How to Apply:

Send your resume and a brief note about why you’re excited to work at Havelock Wool to christina@havelockwool.com

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