Customer Experience

About the Company: Our client is an established leader in the custom-branded apparel and merchandise industry, with over 30 years of combined experience. Since its founding in 2008, the company has built a strong reputation for quality, fast turnaround, and exceptional service. The company operates from a fully equipped factory warehouse, maintaining high standards across every aspect of production. The team is carefully selected based on character and expertise, contributing to a collaborative and professional work environment. Our client specialises in custom branded merchandise for corporate, promotional, and event purposes. Their in-house capabilities include a 10-color screen printing machine, two digital DTG and DTF printers, and a 20-head embroidery machine. These resources enable a 24-hour turnaround on selected styles of screen-printed and digitally printed T-shirts, hoodies, polo shirts, bags, and caps. This is a great opportunity to work with a company that values excellence, innovation, and a hands-on approach to customer satisfaction. Key Responsibilities: Inbound & Outbound Call Handling (Up to 60 + Calls Daily) Manage a high volume of daily customer calls with professionalism, empathy, and efficiency. Provide immediate assistance for general enquiries, order updates, product questions, and basic troubleshooting. Customer Needs Assessment for Custom Orders Ask the right qualifying questions to large clients to understand their garment printing needs (e.g., quantity, style, deadline, artwork requirements). Accurately record and relay this information to the sales or production team. CRM and Call Logging Log every call in the CRM system (e.g., HubSpot, Zoho, Salesforce) with detailed notes and status updates. Tag calls as leads, quote requests, or general enquiries for follow-up. Escalation & Handoff to Sales or Production Teams Forward high-potential leads or complex orders to Sales Representatives with clear notes, client needs, and any pricing discussions. Flag urgent or high-value orders to the team for prioritisation. Product Knowledge & Order Guidance Provide customers with accurate information on garment types, sizes, fabric, colours, and printing techniques. Advise on timelines, customisation options, and care instructions when needed. Issue Resolution & Customer Retention Resolve common issues such as delayed orders, sizing problems, or incorrect items with a solutions-focused approach. Aim to retain customer satisfaction and escalate only when necessary. Email & Chat Support Handle email or live chat queries during quieter call periods to ensure all channels are covered. Feedback Collection & Reporting Proactively collect customer feedback to identify service issues or product opportunities. Share insights with the team during weekly reviews to improve overall customer experience. Create Artwork Proof Images. Using Adobe Illustrator and Photoshop, take client-supplied artwork and format it to be uploaded into the order management system. Monitor and Manage Production Flow Chart. Learn offline order management system, and on a daily basis use the flow chart to manage and process Jobs through the system to completion. Website Quote Request Management. Learn the website backend and provide quotes, follow up quotes, and convert to orders. Re-establishing and Nurturing Relationships with past customers. From company records, reaching out to and work at re-activating past clients that have ceased purchasing. Once re-activated, nurture the account to keep them active. Skills and Qualifications: Minimum 3 years of customer service experience, preferably in an e-commerce or B2B environment Strong verbal and written communication skills in English Experience with high-volume inbound/outbound calling Proficient in CRM platforms (e.g., HubSpot, Salesforce, Zoho) Familiarity with order processing systems and customer ticketing tools Ability to use design software such as Adobe Illustrator and Photoshop (basic formatting level) Strong organisational and multitasking skills Excellent problem-solving abilities and customer-first attitude Knowledge of custom apparel printing techniques (screen printing, embroidery, DTG, DTF) is an advantage Ability to work in a fast-paced and collaborative team environment Comfortable learning new tools and systems independently Must Have: Proficient in Adobe Photoshop and Illustrator Skilled in creating mockups and producing custom graphics Customer service-oriented with a strong graphic design mindset #J-18808-Ljbffr