Customer Service Representative

About Us:

The Kanata Group (TKG) is an on-demand textile manufacturing company and

supplier to several channels – promotional, online retail, and direct to consumers across the US

and Canada. With facilities and capabilities to deliver 100K+ units of personalized/customized

products within days of order approval, TKG is an unmatched, US-based vertically integrated

manufacturer with strong delivery and quality matrix and scores. TKG offers a wide-range of

products that include blankets, towels, apparel, footwear for individual and corporate use with

several decoration/finish options (full high-resolution sublimation, cut-n-sew, embroidery, laser-patching and spot screen-printing). We’re currently experiencing exponential growth and hiring

for several key positions – including a dynamic Customer Service Representative.

Position Overview:

The Customer Service Representative (CSR) is responsible for providing quotes,

entering and tracking orders through product delivery, and invoicing customers. The CSR will

deliver excellent customer service while fostering relationships within our network. This

individual will work closely with our sales team and customers, offering their expertise and

friendly, personal attention throughout the order process.

Key Responsibilities:

• Receive, enter, and manage customer orders, prioritizing them and managing

workflow.

• Maintain comprehensive knowledge of all product lines available to customers.

• Respond to customer inquiries and provide accurate quotes.

• Build and nurture customer relationships by instilling confidence through positive and

proactive interactions.

• Communicate effectively with all levels of the organization, customers, and vendors.

• Manage multiple orders/projects simultaneously, keeping customers and the

production team informed of any changes in status.

• Communicate with customers throughout the production process to keep them

informed, resolve inquiries promptly, and ensure a focus on customer satisfaction.

• Collaborate with various support departments to oversee orders and meet customer

expectations and requirements.

• Demonstrate self-initiative and independent decision-making skills to resolve

production and customer service concerns.

• Utilize effective written and verbal communication skills.

• Manage individual workload to meet deadlines.

• Maintain a high level of professionalism.

Qualifications:

• 5+ years of customer service experience.

• Experience in promotional products, manufacturing, or related industry is highly

preferred.

• Bachelor's degree is preferred.

• Strong attention to detail and excellent organizational skills.

• Ability to multitask, prioritize, and manage multiple orders/projects simultaneously.

• Proficiency in entering orders with a focus on data accuracy and timely processing.

• Experience in managing orders through shipping and invoicing.

• Strong communication skills, both written and verbal.

• Flexibility, adaptability, and a positive attitude.

• Proficiency in Microsoft programs (Excel, Outlook, Word) and ERP systems.

• Knowledge of promotional product industry software (e.g., ESP, Sage) is a plus.

• Ability to quickly learn new software programs and adapt to operating procedures.

• Strong teamwork capabilities.

The Kanata Group is an Equal Opportunity Employer. All qualified applicants will receive

consideration for employment without regard to race, color, religion, sex, national origin, sexual

orientation, gender identity, disability, protected veteran status, or other characteristics

protected by law.