Director of Customer Service

Promofect is looking for someone with experience in the screen printing, embroidery, or promotional products industry who can take ownership of our customer service and account management operations.

We are a growing branded merchandise company that produces custom screen printed apparel, embroidery, promotional products, and company merch stores for businesses, schools, first responders, and organizations across the country.

As our inbound opportunities continue to grow, we are looking for someone who can manage customer relationships, coordinate projects, and help build the systems that allow our customer service operation to scale.

This role is ideal for someone who understands the industry and enjoys working with customers while also helping improve the processes behind the scenes.

• Own the customer experience from initial inquiry through order completion
• Communicate with customers regarding screen printing, embroidery, and promotional product orders
• Follow up with past customers and help grow accounts over time
• Ensure customers receive timely updates and strong communication throughout their projects

• Stay in touch with customers after projects are completed
• Identify opportunities for repeat orders and additional merchandise
• Support the sales team by maintaining relationships with ongoing accounts

• Help improve how customer inquiries, quotes, and orders are managed
• Work with leadership to refine how projects move from sales into production
• Help document processes so the team operates consistently as we grow
• Work with our Hub Spot administrator to improve pipelines, follow-ups, and task management

• Work closely with our production and operations team to ensure orders move smoothly through the shop
• Coordinate with our remote support team in the Philippines on quoting, order setup, and customer communication
• Ensure responsibilities are properly handed off between departments

Promofect produces custom apparel and branded merchandise for companies and organizations across the country.

Our services include screen printing, embroidery, promotional products, and online merch stores.

We also operate , which focuses on fast-turnaround custom apparel for events, fundraisers, and organizations.

As we continue growing, we are focused on building strong systems and processes that allow us to deliver a great customer experience while scaling the business.

• Experience in screen printing, embroidery, promotional products, or branded merchandise
• Strong communication and relationship-building skills
• Someone who takes ownership and enjoys improving systems and processes
• Highly organized and comfortable managing multiple orders and accounts at once
• Comfortable coordinating across teams and working with remote staff
• Experience with CRM systems such as Hub Spot or order management systems like Printavo is a plus

Mahwah, NJ

Apply directly through Linked In.