Custom Merchandise Support Representative

About the role

We are seeking a friendly, enthusiastic, and detail‑oriented Customer Service Representative to guide customers through the ordering and design journey for custom apparel and products. You will assist individuals, teams, small businesses and large organisations in bringing their ideas to life.

Key responsibilities

• Provide warm, professional support via phone, chat or email.
• Answer product, design, pricing and order placement questions.
• Guide customers through design tools and help finalize artwork or customization requests.
• Review orders for accuracy, ensuring sizes, quantities, colors and timelines meet expectations.
• Troubleshoot order issues, shipping delays or design concerns with empathy.
• Proactively follow up with customers to ensure satisfaction and build long‑lasting relationships.
• Maintain accurate customer notes and updates in internal systems.
• Uphold the brand voice – positive, helpful and customer‑centered.

Required profile

• Previous experience in customer service, retail or support centre environments.
• Strong communication skills with the ability to explain options clearly.
• Comfortable using design tools or web‑based systems; experience with online customization platforms is a plus.
• Strong attention to detail and ability to multitask in a fast‑paced environment.
• Problem‑solving mindset and passion for helping people.
• Team player with a positive attitude and willingness to learn.
• Flexibility to work evenings, weekends or peak seasonal hours as needed.

Required skills

• Use of design tools or web‑based customization platforms.
• Familiarity with order management or CRM tools.

What we offer

• Opportunity to help customers create memorable moments for events, reunions, charity runs, school activities and more.
• Collaborative, people‑first environment that values creativity and service.
• Opportunities for growth within the company.
• Training and support to succeed in the role.