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Customer Service Representative (Onsite)



Customer Service
Toronto, ON, Canada
Posted on Wednesday, March 27, 2024

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. Serving an array of industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com.

If you enjoy sports, entrepreneurialism and thrive in a fast-paced and ever-changing environment, then this is the role for you. Silver Crystal Group (SCG) provides personalization and customization in the sports and entertainment apparel industries. The organization works closely with Adidas, Nike, Fanatics, 500+ professional sports teams and leading retailers across North America on fulfilling customization orders direct through its e-commerce channels or through Fanzones.com, NHL.com, NFL.com, NBA.com, NHL.com and more. SCG is one of Canada’s few winners of Fast Company Magazine’s Fast 50 award.

Job Description

Customer Service and Sales Quotations:

  • Assisting customers with custom apparel and team sport jersey quotations, using a consultative approach to guide customers through a varied range of options in a professional manner.
  • Replying to email, online (chat) and phone order quotation requests
  • Providing customer order updates and follow on requests
  • Resolving customer issues in a timely and professional manner
  • Processing payments and inputting orders into our accounting and internal systems
  • Ensuring automated and semi-automated web orders are accurately reflected and imported into our accounting and production systems
  • Reporting on all quotations, sales and production activities

Online Merchandising Assistance:

  • Updating data for our custom garment website(s) to include accurate pricing, product detail and descriptions
  • Sourcing new product offerings to include on the web properties through supplier product data / images / feeds
  • Adding proprietary new custom garment products to our online channels
  • Providing insight into customer feedback and behaviour, consulting with management on ideas for merchandising and marketing enhancements of web properties

Sales Activities:

  • Inside sales – follow up on inbound leads / requests with a positive, helpful attitude
  • Outreach to ‘warm’ potential audiences to offer quotations ▪ i.e. Contacting recreational sports leagues/ teams / schools to be included in their annual sourcing of quotations for sports uniforms and custom apparel


  • Post-secondary diploma in Business, eCommerce, or Sports Management
  • Strong written and verbal communication skills
  • Professional demeanor, customer-focused communication style
  • Prior experience as a Customer Service Representative, or Inside Sales Representative, handling phone, email, online communications
  • Keen sense of organization and attention to detail
  • Intermediate Microsoft Excel skills
  • Strong computer literacy with standard office tools (Microsoft Office / 365, Google Workspace etc).
  • Shopify Experience. Any prior CRM software experience: Zendesk, Oracle Sales Cloud or Salesforce
  • Being an active member of an organized recreational sports team (i.e. hockey / baseball / soccer, etc…) is strongly desired so that the candidate understands the needs of the target market for this role.
  • Compensation: Base Salary and bonus, company benefits plan. Hours: 40-hour work week, Monday to Friday Location: Midtown Toronto

Additional Information

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 protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.