Customer Service Decoration Specialist

Stormtech Performance Apparel•Markham, ON

3d•CA$53,000 - CA$55,000•Onsite

About The Position

Family-owned and operated since 1977, Stormtech Performance Apparel is one of the fastest-growing suppliers in the promotional product industry, with four distribution centers shipping to 40 countries worldwide. Seeking a Warehouse Associate that can add value and expertise to our operation and help provide an elevated customer experience. We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future. CUSTOMER EXPERIENCE PROMISE We deliver a Simple and Trusted Experience where customers always know what’s happening, can rely on our commitments, and get fast, accurate resolution without needing to follow up. Simple: We remove friction Trusted: We do what we say, and communicate proactively when we can’t. Fast: We respond and resolve within clearly defined expectations. Accountable: We own issues end-to-end, even across teams. Predictable: Customers should never be surprised by outcomes or delays. ROLE OVERVIEW As a Customer Service & Decoration Specialist, you will be the voice of Stormtech, helping deliver a simple and trusted experience through professional and proactive communication, order entry accuracy, and strong customer ownership. You will manage customer interactions via email and phone. This role requires someone who thrives in a fast-paced environment, can manage multiple priorities simultaneously, and takes pride in delivering accurate, reliable service. Success in this role comes from balancing customer empathy with operational discipline, while working cross-functionally to ensure orders move smoothly from placement to delivery. Experience with Salesforce or similar CRM systems is considered a strong asset.

Requirements

Strong organizational skills and exceptional attention to detail
Excellent written and verbal communication skills with a customer-first mindset
Ability to manage multiple priorities in a fast-paced, high-volume environment
Strong problem-solving skills and the ability to exercise sound judgment
Ability to work independently while collaborating effectively across teams
Previous experience in customer service, order management, or a related role is preferred
Embroidery or Heat Transfer knowledge is an asset
Experience with Salesforce or similar CRM systems is considered an asset

Responsibilities

Work collaboratively with Sales, Production, Credit, Distribution, and other departments to ensure smooth order execution
Contribute to a positive, accountable, and team-oriented work environment
Participate actively in team meetings, training sessions, and knowledge-sharing initiatives
Support onboarding and training of new team members when required
Embrace continuous learning, process improvement, and operational change
Provide timely, professional, and accurate responses to customer and sales team inquiries via email and phone
Own customer inquiries from initial request through resolution, coordinating with internal teams as needed
Support customers and sales representatives with order-related, product-related, and account-related questions
Resolve customer concerns with professionalism, urgency, and empathy, escalating issues appropriately when required
Reinforce a simple and trusted experience through clear, proactive, and reliable communication
Proactively communicate delays, risks, or order changes before customers need to ask
Accurately process customer orders, ensuring correct product details, quantities, shipping information, and delivery requirements
Maintain detailed and accurate records of customer interactions, order updates, and resolutions
Review and validate order information to minimize errors and prevent fulfillment issues
Support the maintenance of customer account information and documentation within company systems
Maintain a high level of accuracy while managing competing priorities and deadlines
Coordinate multiple complex orders simultaneously from placement through fulfillment
Review customer artwork submissions and Stormtech Spec Sheets to guide customers toward the best solution
Monitor order progress closely and collaborate with internal teams to ensure on-time delivery
Partner closely with Production, Credit, Distribution, and Sales teams to resolve issues quickly and efficiently
Identify potential order risks early and take proactive steps to minimize customer impact
Quickly identify and resolve order discrepancies, delays, and customer concerns in alignment with company policies and customer experience standards
Exercise sound judgment to balance customer needs with operational requirements
Advocate for customer needs while collaborating with internal teams to achieve effective solutions
Identify recurring customer pain points and provide feedback to leadership on process improvement opportunities
Contribute ideas that improve efficiency, communication, and overall customer experience
Effectively manage high email and phone volumes while prioritizing urgent customer needs
Balance multiple deadlines and changing priorities without sacrificing accuracy or responsiveness
Utilize available systems and tools to stay organized and manage workload efficiently
Adapt quickly to changing business needs, workflows, and priorities in a dynamic environment