Customization Services Coordinator

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US and abroad. 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, Lululemon, and Mitchell & Ness. In addition to our wide assortment, we are the industry leader in on demand customization.

We currently operate 1,300+ brick and mortar locations, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and the two largest MLB franchises, via our Yankees & Dodgers Clubhouse stores. Lids has built partnerships and collaborations with iconic global brands, creating a community where fans, fashion, and culture collide.

The Customization Service Coordinator provides service and support for store and ecommerce customization programs by managing digitizing processes, Shopify back-office operations, and associated embroidery software. This role supports accurate and consistent communication with stores, ecommerce customers, and Corporate Office departments through established processes and programs.

• Manage and coordinate all digitizing requests, design proofs, production orders, and product requests through accurate communication, efficient processes, and prioritization using Shopify back-office and associated software.
• Provide ecommerce support for customer inquiries related to designs, orders, and site usage through email, messenger, chat, and phone communication.
• Become an expert in ecommerce customization sites to assist and troubleshoot ecommerce customers and store personnel with site issues and questions.

• Partner with Production, Blank Merchandise, Inventory Control, Loss Prevention, and Customer Care teams to plan and execute accurate communication and procedural follow-through, including embroidery software integration when applicable.
• Develop and maintain strong partnerships with Production Floor Managers, Supervisors, producers, Blank Merchandise teams, and Customization Support.
• Provide consistent communication, feedback, and assistance with the development of ecommerce customization programs, with a focus on customer experience and order turnaround times.
• Become an expert in ecommerce admin functions to ensure accurate, efficient, and effective support processes.

• Develop and maintain training concepts related to ecommerce site usage and CCP standard customization operating procedures in partnership with the Customization Ecommerce/Services team.
• Evaluate field awareness and knowledge of ecommerce procedures to identify opportunities for efficiency improvements and best practices.
• Educate field personnel on business strategies, technical developments, and industry information related to ecommerce customization sites and embroidery software advancements.
• Assist in the implementation of creative concepts related to site functionality, new program development, and ecommerce customization initiatives.
• Support and adhere to all company and departmental policies, procedures, and guidelines.
• Complete administrative responsibilities in a timely manner and maintain excellent attendance.
• Ability to work varying days and hours based on business needs.

• Four-year degree in business or a related field with one year of relevant experience; or two-year degree in a related field with two years of relevant experience; or three years of relevant experience.
• Demonstrated ability to perform independently with minimal supervision.
• Strong interpersonal skills with the ability to communicate verbally in a clear, professional, and grammatically correct manner.
• Strong understanding of retail store operations, customization programs, and sales techniques.
• Ability to effectively advise on digitizing and CCP procedures as well as other customization programs to store operations personnel and external customers.
• Strong knowledge of design composition and concepts (Preferred).
• Operational knowledge of custom equipment and affiliated software programs (Preferred).
• Experience using Shopify back-office systems and associated programs (Preferred).
• Ability to operate a computer and utilize business software programs (Preferred).
• Ability to analyze customization trends and recommend changes to meet or exceed business needs (Preferred).
• Possession of a valid driver’s license, certificate of insurance, and the ability to operate a motor vehicle throughout employment (Preferred).

• Ability to constantly sit at a desk in a sedentary work environment"
• Ability to frequently use a computer, keyboard, mouse, and other standard office equipment.
• Ability to occasionally stand and walk throughout the office.
• Ability to occasionally lift or move items up to 15 pounds.
• Ability to frequently communicate clearly and effectively, both verbally and in writing. 
• Ability to occasionally present information to small and large groups, including team members and leadership.
• Ability to constantly view electronic/written materials and adjust focus when needed (i.e. computers screens, documents, etc.
• The noise level in the work environment is usually moderate. 
•  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. For inquires related to reasonable accommodations, please contact [email protected]
• Ability and willingness to travel state-to-state for up to 25% of the annual work schedule based on business needs.
• Ability and willingness to travel overnight for training, education, and business meetings.