Founded in 1985, Investments Hardware Limited (IHL) is a Canadian, family-owned business dedicated to providing exceptional quality, unparalleled service, and competitive value to our customers in the construction industry.

As an innovative and rapidly growing industry leader, our mission is to support and inspire our community of builders and contractors, empowering them to achieve more. Our tremendous growth and success in the retail construction industry and supply chain management stems from our commitment to building long-lasting relationships with our customers and within the community.

ROLE:

The Custom Shop Representative is responsible for providing exceptional customer service while supporting the sales, order processing, and production functions of the Custom Shop. This is a hands-on role that involves assisting customers with product selection, identifying sales opportunities, processing orders, preparing garments, and operating production equipment to ensure orders are completed accurately and on time.

The successful candidate will take ownership of their responsibilities, follow tasks through to completion, and contribute ideas that support continuous improvement in processes, quality, and customer experience. This role requires someone who is reliable, detail-oriented, proactive, and customer-focused, with the ability to work independently once trained while contributing to a collaborative team environment.

RESPONSIBILITIES:

Essential Duties and Responsibilities include, but are not limited to the following:

- Provide professional and responsive customer service by phone, email, and in person. Assist customers with product selection and provide recommendations based on their needs.
- Support sales activities, including outbound sales calls, customer follow-ups,



and identifying new sales opportunities.
- Process customer orders accurately and ensure all order details are complete and properly documented.
- Coordinate orders from initial customer inquiry through to completion, ensuring deadlines and commitments are consistently met.
- Prepare garments and other products for production, ensuring materials and specifications are accurate.
- Operate heat presses and other Custom Shop equipment safely and effectively following training and established procedures.
- Inspect completed orders for accuracy and quality before they are provided to the customer.
- Communicate proactively with customers and the Custom Shop Manager regarding order status, timelines, and any issues that may arise.
- Maintain organized records, work areas, inventory, and production materials.
- Assist with inventory management, including monitoring supplies and identifying replenishment needs.
- Follow established processes and procedures to maintain consistent quality and efficient production.
- Support the development and improvement of Custom Shop processes to enhance efficiency and the overall customer experience.
- Work collaboratively with team members and assist with other Custom Shop duties as required.

REQUIREMENTS:

- Previous experience in customer service, retail, sales, order processing, or production is preferred.
- Experience with heat presses, custom apparel, printing,



or embroidery is an asset; training will be provided.
- Strong verbal and written communication and customer service skills.
- Excellent attention to detail, organization, and time-management skills.
- Comfortable with hands-on production work, computers, and learning new equipment and systems.
- Reliable, proactive, and able to work independently once trained.
- Ability to work effectively in a fast-paced, team-oriented environment.

Benefits of Working with IHL: IHL Canada offers a collaborative, respectful work environment, with tremendous opportunities for professional development and growth opportunities.

We are a family-owned and operated business that values a healthy work/life balance. We encourage and reward the contributions of team members, by offering competitive wages, comprehensive health benefits and tremendous opportunity for advancement.

IHL Canada proudly promotes an inclusive workplace, which fosters teamwork and mutual respect. As we continue to grow, we actively encourage diversity, equity, and inclusion within all levels of the organization.

IHL Canada Inc. has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005.

Our Accessibility policies are available for your review in several formats. Should you wish access to these documents, please email [email protected]

This position is being recruited to fill an existing vacancy.

Artificial intelligence (AI) is not used in the screening, assessment, or selection of candidates for this role.

#Indeed

Pay: From $19.00 per hour

Expected hours: 42.5 per week

Benefits

- Dental care
- On-site parking
- Vision care
- Wellness program

Work Location: In person

📌 Custom Shop Representative (Vaughan)
🏢 Investments Hardware
📍 Vaughan