Job Description

Job Description

Job Description

About Designed In Ink

Designed In Ink is a Phoenix-based screen printing & embroidery company trusted by roofers, landscapers, schools, churches, summer camps, and growing local businesses. We specialize in custom t‐shirts, hats, polos, and high‐visibility safety vests—delivering fast turnaround, reliable quality, and friendly service.

Role Summary

You’ll be the friendly first point of contact for customers and a proactive inside sales driver. Roughly 70% Customer Service and 30% Inside Sales , you’ll guide customers through quotes and orders, troubleshoot issues, and convert warm inquiries into loyal, repeat buyers. You’ll also run light outbound follow‐ups to re‐engage past customers and introduce seasonal offers that fit our core markets (construction trades, schools/churches, events).

Core Responsibilities

Customer Service (≈70%)

• Frontline support: Answer phones, email (Missive), web chat, and in‐person inquiries; greet walk‐ins professionally.

• Consultative guidance: Help customers choose products (garment type, fabric, brand, color), decoration method (screen print vs. embroidery), and placements based on budget and use-case (e.g., roofers needing durable, high‐visibility apparel; schools/camps needing lightweight tees).

• Quoting & order entry: Build accurate quotes, confirm art requirements, collect sizes, enter POs, and secure approvals prior to production.

• Proof & artwork coordination: Route artwork to design; ensure proofs are accurate, brand‐right, and approved on time.

• Scheduling & logistics: Confirm due dates, rush options, shipping or pickup details; coordinate with production for capacity and timelines.

• Issue resolution: Own problems end‐to‐end—shipping delays, misprints, shortages—communicate clearly with customers and internal teams until resolved.

• Payments & paperwork: Take deposits, process balances, maintain clean documentation and organized customer files.

Inside Sales (≈30%)

• Warm lead conversion: Rapid‐respond to website requests, Instagram/Facebook/TikTok DMs, and inbound calls; qualify, quote, and close.

• Upsell & cross‐sell: Recommend complementary items (e.g., add embroidered hats, polos, hoodies; upgrade to premium blends; add extra imprint locations; bundle safety vests for crews).

• Reactivation & retention: Use Instantly.ai sequences and Missive follow‐ups to re‐engage past customers (e.g., “camp tees reorder,” “back‐to‐school spirit wear,” “crew refresh for roofing season”).

• Micro‐outbound: Build targeted lists (roofing & landscaping firms, schools, churches) in Google Sheets; place light call blocks and personalized emails to book quotes.

• Pipeline hygiene: Keep deals, next steps, and follow‐up dates current in our trackers; forecast weekly closes and upcoming production demand.

• Promo execution: Launch monthly promos (e.g., free setup on hats with 100+ shirt orders) and track ROI.

Daily/Weekly Rhythm

• Daily: Inbox zero in Missive; same‐day quotes; confirm proofs; post payments; update production notes; 30–60 mins of outbound/reactivation touches.

• Weekly: Review pipeline & forecast; meet with production to align on capacity; update owner on KPIs and customer feedback.

• Monthly: Help plan promos & emails; compile win/loss and product feedback.

Metrics & KPIs

• Response time to new inquiries (target: within 1 business hour).

• Quote turnaround time (same day for standard jobs).

• Quote‐to‐order conversion rate.

• Average order value and items per order.

• Reactivated accounts and repeat order rate.

• On‐time delivery and remakes/defects rate.

• CSAT/NPS and review requests completed.

Skills & Qualifications

• Customer-first communicator with clear writing, active listening, and calm problem-solving.

• Sales aptitude : comfortable asking discovery questions, positioning value, and closing.

• Detail‐obsessed : accurate data entry, proof checking, sizes/quantities, and dates.

• Team player : collaborates well with art and production; hands off clean job tickets.

• Tools: Email/ticketing (Missive), outreach (Instantly.ai), spreadsheets (Google Sheets), and order/PO systems. Experience in a print shop is a plus.

• Bonus: Apparel product knowledge (Next Level, Bella+Canvas, Richardson, Port Authority), screen printing & embroidery basics, PMS color matching.

Experience

• 2+ years in customer service, account coordination, or inside sales (print shop or promotional products preferred).

• Track record of hitting conversion or revenue targets.

Compensation & Benefits

• Hourly + commission/bonus tied to monthly gross profit and reactivation wins.

• PTO, paid holidays, and employee apparel discount.

• Training path with clear progression to Senior CSR/Account Manager.

• 401K Match

How You’ll Stand Out

• You move fast without sacrificing accuracy.

• You’re proactive—always proposing the next step and the next item the customer will need.

• You love helping local businesses and community groups look professional and on‐brand.

To Apply

Send your resume to [email protected] Subject: Customer Service Position and a short note on your favorite apparel brand or blank you’ve sold or worn and why to our team.

Designed In Ink is a screen printing and embroidery company located in Phoenix, Arizona. We provide an amazing customer experience and hope that we can add some new individuals to help us grow!

Company Description

Designed In Ink is a screen printing and embroidery company located in Phoenix, Arizona. We provide an amazing customer experience and hope that we can add some new individuals to help us grow!

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