Custom Shop Representative

About the role

The Custom Shop Representative provides exceptional customer service while supporting sales, order processing, and production functions of the Custom Shop. This hands‑on role assists customers with product selection, processes orders, prepares garments, and operates production equipment to ensure timely, accurate order completion.

Key responsibilities

• Provide professional and responsive customer service by phone, email, and in‑person.
• Assist customers with product selection and recommend solutions based on their needs.
• Support sales activities, including outbound calls, follow‑ups and identifying new opportunities.
• Process customer orders accurately and maintain complete documentation.
• Coordinate orders from inquiry through completion, meeting deadlines and commitments.
• Prepare garments and other products for production, ensuring correct materials and specifications.
• Operate heat presses and other Custom Shop equipment safely and effectively.
• Inspect completed orders for accuracy and quality before delivery.
• Communicate order status, timelines, and issues proactively with customers and the Custom Shop Manager.
• Maintain organized records, work areas, inventory and production materials.

Required profile

• Previous experience in customer service, retail, sales, order processing or production.
• Strong verbal and written communication skills.
• Excellent attention to detail, organization and time‑management.
• Reliable, proactive and able to work independently once trained.
• Comfortable with hands‑on production work and learning new equipment and systems.
• Ability to thrive in a fast‑paced, team‑oriented environment.

Required skills

• Heat press operation
• Custom apparel printing
• Embroidery
• Production equipment handling

What we offer

• Collaborative, respectful work environment with professional development opportunities.
• Competitive wages and comprehensive health benefits including dental and vision care.
• On‑site parking and wellness program.
• Inclusive workplace that values diversity, equity and inclusion.