Job Description

The Custom Service Specialist 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.

The Custom Service Representative works closely with Custom Account Managers, design, production, logistics, sales, and customer support teams to ensure customer orders are accurate, organized, and progressing on schedule. The role is an important extension of the Custom Account Management team and provides customers with a reliable point of contact for routine questions, updates, and administrative needs.

· 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 escalate more complex concerns

· 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.

Requirements

· 0–2 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.

· Interest in cycling, endurance sports, custom apparel, team programs, or event merchandise is preferred.

· Previous experience with custom products, decorated apparel, manufacturing, or made-to-order goods is a plus, but not required.

Benefits

· Reports to: Operations Manager

· Location: Denver, CO

· Employment type: Full-time

· Compensation: Base Pay $47,500–$55,000 + potential performance bonus

· Benefits: Health/Dental/Vision Insurance, 401k with Matching, Paid Time Off, Employee Discount, Employee Ride Program