Custom Service Representative

Primal Wear; Aurora (CO); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Health/Dental/Vision Insurance

401k with Matching

Paid Time Off

Employee Discount

Employee Ride Program

Job summary

Primal Wear is seeking a Custom Service Representative to support day-to-day customer service and administrative tasks for our custom apparel customers, focusing on smaller and less complex accounts. You will manage routine communications, order details, timelines, and follow-up to ensure a smooth ordering process.

You will enter and maintain data in CRM/order systems, track milestones, respond to questions, and coordinate with design, production, logistics, and sales teams to keep orders

Qualifications

• 2 years of experience in customer service, administrative support, sales support, account coordination, order entry, or a related customer-facing role.
• Strong organizational skills and attention to detail, with the ability to manage multiple orders, deadlines, and customer requests simultaneously.
• Excellent written and verbal communication skills, with a friendly, professional, and customer-first approach.
• Ability to follow established processes while recognizing when an issue requires additional attention or escalation.
• Strong follow-through and a willingness to take ownership of assigned tasks from beginning to completion.
• Comfortable learning and working with CRM platforms, order management systems, spreadsheets, email, and shared project-tracking tools.
• Ability to work collaboratively with multiple internal departments and communicate information clearly.
• Ability to remain organized and calm in a deadline-driven environment.
• Previous experience with cycling, custom products, decorated apparel, manufacturing, or made-to-order goods is a plus, but not required.

Responsibilities

• Manage routine customer service and administrative needs for smaller teams, clubs, retailers, events, and organizations.
• Enter, update, and maintain accurate customer, order, product, artwork, sizing, shipping, and deadline information in the company’s CRM and order management systems.
• Track key milestones such as artwork submission, design approval, order placement, production, shipping, and delivery, ensuring customers are aware of upcoming deadlines and requirements.
• Respond promptly and professionally to customer questions, provide order updates, request missing information, and follow up on outstanding items.
• Help customers understand basic ordering requirements, product options, deadlines, sizing information, artwork requirements, and next steps.
• Communicate customer requirements and updates to design, production, logistics, sales, and customer support teams to help keep orders moving efficiently.
• Review assigned orders regularly to identify missing information, approaching deadlines, potential delays, or other issues requiring attention.
• Address routine customer issues independently when appropriate and ...
• Assist customers with repeat orders, basic reorders, order changes, replacement needs, and other standard account requests.
• Keep CRM records, customer notes, order information, communications, deadlines, and follow-up tasks accurate and up to date.
• Provide administrative and customer service assistance to the sales and account management teams
• Recognize potential reorder, product expansion, or other account opportunities and communicate them to the appropriate team member
• Ensure customers feel informed, supported, and confident throughout the custom apparel ordering process.
• Manage and execute in house print production schedule including pressing, folding and packing orders for shipment
• Assist with retail customer service via phone, email and online chat as needed.

Skills

Customer service

Order coordination

Communication

Team collaboration

Attention to detail

Tools

CRM platforms

Order management systems

Job description

The Custom Service Representative supports the day-to-day customer service and administrative needs of Primal Wear’s custom apparel customers, with a primary focus on smaller and less complex accounts. This role helps customers move smoothly through the custom ordering process by managing routine communications, order details, timelines, and follow-up while providing a high level of responsive and professional service.

• Manage routine customer service and administrative needs for smaller teams, clubs, retailers, events, and organizations
• Enter, update, and maintain accurate customer, order, product, artwork, sizing, shipping, and deadline information in the company’s CRM and order management systems.
• Track key milestones such as artwork submission, design approval, order placement, production, shipping, and delivery, ensuring customers are aware of upcoming deadlines and requirements.
• Respond promptly and professionally to customer questions, provide order updates, request missing information, and follow up on outstanding items.
• Help customers understand basic ordering requirements, product options, deadlines, sizing information, artwork requirements, and next steps.
• Communicate customer requirements and updates to design, production, logistics, sales, and customer support teams to help keep orders moving efficiently.
• Review assigned orders regularly to identify missing information, approaching deadlines, potential delays, or other issues requiring attention.
• Address routine customer issues independently when appropriate and ...
• Assist customers with repeat orders, basic reorders, order changes, replacement needs, and other standard account requests.
• Keep CRM records, customer notes, order information, communications, deadlines, and follow-up tasks accurate and up to date.
• Provide administrative and customer service assistance to the sales and account management teams
• Recognize potential reorder, product expansion, or other account opportunities and communicate them to the appropriate team member
• Ensure customers feel informed, supported, and confident throughout the custom apparel ordering process.
• Manage and execute in house print production schedule including pressing, folding and packing orders for shipment
• Assist with retail customer service via phone, email and online chat as needed.

QUALIFICATIONS

• 2 years of experience in customer service, administrative support, sales support, account coordination, order entry, or a related customer-facing role.
• Strong organizational skills and attention to detail, with the ability to manage multiple orders, deadlines, and customer requests simultaneously.
• Excellent written and verbal communication skills, with a friendly, professional, and customer-first approach.
• Ability to follow established processes while recognizing when an issue requires additional attention or escalation.
• Strong follow-through and a willingness to take ownership of assigned tasks from beginning to completion.
• Comfortable learning and working with CRM platforms, order management systems, spreadsheets, email, and shared project-tracking tools.
• Ability to work collaboratively with multiple internal departments and communicate information clearly.
• Ability to remain organized and calm in a deadline-driven environment.
• Previous experience with cycling, custom products, decorated apparel, manufacturing, or made-to-order goods is a plus, but not required.

• Reports to: Operations Manager
• Compensation: Base Pay $47,500–$55,000 + annual bonus
• Benefits: Health/Dental/Vision Insurance, 401k with Matching, Paid Time Off, Employee Discount, Employee Ride Program