CSR - Customer Service Representative

Customer Service Representative

As a key support member of Brand Blvd's sales process, the Customer Service Representative (CSR) is the dependable anchor ensuring every approved order moves forward with accuracy, momentum, and care. You're the steady point of contact who keeps details tight, timelines on track, and communication clear, from the moment an order hits your queue to the moment it lands in a client's hands.This role is built for someone who thrives in a structured, fast-paced environment, takes initiative without waiting to be asked, and finds satisfaction in solving problems before they become setbacks. You enjoy being the person others can count on, collaborating across departments, and keeping operations running smoothly and predictably.If you take pride in being reliable, organized, solutions-focused, and deeply committed to delivering exceptional client experiences, you'll feel at home here. Who Is Brand Blvd?We're Brand Blvd, a 50+ crew that turns merch into real-world magic. Our Canadian HQ is a sun-soaked 16,000 sqft loft office in St. Catharines, with 20-foot ceilings, a wraparound mezzanine, and a team lounge (with a stocked fridge) that would make Google jealous. Flexible desks invite quick huddles and hallway brainstorming.We work hard. We celebrate harder. Think pool parties, themed happy hours, and team volunteer days where we roll up our sleeves for a good cause. Around here, high fives are plentiful, deadlines get crushed, and everyone's voice matters.If that sounds like your kind of vibe, step up as our Production Specialist and let's chat About Your Role This role is designed for someone who thrives in a fast-paced, highly collaborative environment where priorities can shift and momentum matters. You naturally step in to keep things moving, work seamlessly with multiple departments, and bring a solutions-driven, customer-first approach to every situation. You take pride in staying organized under pressure, acting with urgency, and catching the details others might miss to ensure every order is delivered exactly as promised. If you're energized by responsibility, clarity, and being the steady hand that keeps workflows running smoothly, you'll feel right at home here. Responsibilities o Process and monitor all sales orders submitted by Brand Specialists, ensuring artwork, pricing, and inventory details are accurate and complete before production begins.o Prioritize and pivot quickly as deadlines and client needs shift, maintaining momentum and keeping every order moving efficiently through the process.o Troubleshoot issues proactively, identifying solutions that support both the client experience and Brand Blvd's operational flow.o Communicate clearly and consistently with the CSR Manager, Brand Specialists, vendors, and internal teams to keep all parties informed and aligned.o Maintain meticulous financial and production documentation, including updating sales orders, purchase orders, and freight calculations with accuracy and consistency.o Complete daily job follow-ups to ensure orders remain on track, clients receive accurate delivery timelines, and any delays are addressed with urgency.o Track shipments through final delivery, confirming receipt before orders are marked complete and ready for invoicing.o Support kitting and fulfillment projects by providing clear instructions and overseeing execution through Brand Blvd's in-house fulfillment team. Key Performance Indicatorso Multitasking mastery — managing a high volume of jobs (up to 130 at once) while maintaining accuracy, organization, and steady momentum.o Exceptional attention to detail — especially in freight calculations, artwork approvals, order data, and vendor coordination to ensure every step is correct before moving forward.o Adaptability and resilience — staying focused and effective through interruptions, shifting priorities, and unexpected challenges.o Proactive problem-solving — taking initiative, working with limited information when needed, and collaborating quickly to resolve issues.o Client satisfaction — nurturing positive client relationships and contributing to strong feedback and survey results through consistent, thoughtful service. WIIFY?We know. You want the deets. What's in it for you, right? Let's get right to it.o Competitive, transparent pay (we post the range up-front and stick to it)o Health, dental and vision benefits (plus more)o RRSP matching - because no one wants to retire without moneyo Flex hours when life happens (kid's recital, dog at the vet - we get it)o Merch credit, because you'll want the swag you help createComp$44,000 per year, plus bonusesBenefitso Company eventso Dental careo Extended health careo Paid time offo RRSP matcho Vision careLanguage: EnglishLocation: St. Catharines, ON L2W 1A2Work Location: In person