Custom Merchandise Support Representative

Custom Merchandise Support Representative -

We’re looking for a friendly, enthusiastic, and detail-oriented Customer Service Representative to support customers throughout their ordering and design journey. In this role, you’ll help individuals, teams, small businesses, and large organizations bring their ideas to life through custom apparel and products. You’ll guide customers, solve problems, and deliver the outstanding service that Custom Ink is known for.

Key Responsibilities:

• Provide warm, friendly, and professional support to customers via phone, chat, or email.
• Assist with product questions, design options, pricing, and order placement.
• Guide customers through design tools and help them finalize artwork or customization requests.
• Review orders for accuracy and ensure all details (sizes, quantities, colors, timelines) meet customer expectations.
• Troubleshoot order issues, shipping delays, or design concerns with empathy and attention to detail.
• Proactively follow up with customers to ensure satisfaction and help create long-lasting relationships.
• Maintain accurate customer notes and updates in internal systems.
• Uphold Custom Ink’s brand voice - positive, helpful, and customer-centered.

Requirements:

• Previous experience in customer service, retail, or support center environments.
• Strong communication skills with the ability to explain options clearly and confidently.
• 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 with a 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.
• Preferred Skills:
• Experience supporting customers in e-commerce or creative/design-related industries.
• Familiarity with order management or CRM tools.
• Bilingual skills (English/Spanish strongly preferred for many teams).

Why You’ll Love Working Here:

• Be part of a team that helps customers create memorable moments - team events, family 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 help you succeed in your role.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.