Customization Services Coordinator

About Our Company

Lids is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness. We currently operate 1,200+ locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers. The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.

General Position Summary

Provide service and support for our stores and ecommerce customization programs, digitizing processes, while utilizing Shopify back-office operations and associated embroidery software, and the relevant knowledge and communication for our stores and ecommerce customers and Corporate Office Departments involved through accurate and consistent processes and programs

Principle Duties and Responsibilities

• Manage and coordinate all Digitizing Requests, Design Proofs, Production Orders, and Product Requests by means of accurate communication, an efficient process, and prioritizing to meet the demands of the business through Shopify back office and other associated software.
• Partner with the Production, Blank merchandise team, Inventory Control, Loss Prevention, and Customer Care to plan and execute accurate communication and follow through within all procedures, including integration with embroidery software where applicable.
• Develop and cultivate a strong partnership with the Production Floor Managers, Supervisors and producers, Blank merchandise team and Customization Support.
• Become an expert in the usage of ecommerce customization sites to assist/troubleshoot ecommerce customers and Store Personnel with site issues and questions, integrating embroidery software knowledge where needed.
• Provide Ecommerce support for customer inquiries, design questions/issues, order questions/issue and any other site questions though email, messenger, chat, and phone communication, leveraging Shopify back-office expertise.
• Become an expert in the usage of Ecommerce admin functions on the customization sites to ensure accurate, efficient, and effective levels of support.Provide consistent communication, feedback, and assist with the development of the Ecommerce program for sales production related topics, with focus on the customer experience of order turn times.

Additional Principal Duties and Responsibilities

• Develop and maintain new as well as current training concepts of site usage and Ecommerce/CCP standard customization operating procedures with the partnership of the Customization Ecommerce/Services team.
• Evaluate the Field’s awareness and knowledge of Ecommerce procedures to assess progress and areas for opportunity to improve efficiency and best practices of store usage of Ecommerce customization site and processes.
• Educate the Field Personnel on the various business strategies and concepts, technical developments, and industry information related to Ecommerce customization sites, including potential embroidery software advancements.
• Communicate effectively with all levels and departments of the company to share information, network ideas, and further develop Customization Services as well as the custom program.
• Partner or assist in the implementation of a variety of creative concepts including but not limited to; site functionality, new program developments, and any items Ecommerce customization related.
• Travel from state-to-state (up to 25%) as needed to meet the demands of the business.
• Support and adhere to all company and departmental policies, procedures, and guidelines.
• Complete all administrative responsibilities required by the department in a timely manner.
• Ability to work varying days and hours, based on business needs.
• Ability to maintain an excellent attendance record.

Job Required Knowledge & Skills

• Four-year degree in business/related field and one-year relevant experience; or two-year degree in a related field and two years of relevant experience; or three years of relevant experience.
• Demonstrated ability to perform independently with minimal supervision.
• Strong interpersonal skills and the ability to communicate verbally in a clear, audible, and grammatically correct manner.
• Strong understanding about retail store operations, and customization programs and sales techniques.
• Ability to effectively advise all aspects of the Digitizing and CCP procedures as well as other custom programs to Store Operation’s personnel and external customers.

Preferred Job Required Knowledge & Skills

• Strong knowledge and experience in design composition and concepts.
• Proven operational knowledge of custom equipment and the affiliated software programs.
• Knowledge in use of Shopify back-office systems and associated programs.
• Ability to operate a computer and utilize business software programs.
• Ability to analyze custom trends and make suggestions on changes to meet or exceed business needs.
• Travel required for up to 25% of the yearly work schedule as needed to meet the demands of the business.
• Possess a current valid driver’s license, certificate of insurance, and the ability to drive an automobile throughout entirety of employment.
•  Ability and willingness to travel overnight for training education and/or business meetings.

Education

Reports To

Customization Services Supervisor