Company Overview
Epatches (formerly E-Patches & Crests, epatches.com) is an online ecommerce business based in Sylvan Lake, Alberta. Since 2005 we have designed and produced custom embroidered patches, woven patches, printed patches, charms, and lapel pins for customers across Canada.
We believe everyone should be rewarded for their accomplishments. Our products help people express who they are, celebrate what they have achieved, and carry a piece of their identity with them.
Our team is small, remote-friendly, and runs on clear processes. Every person on our team owns their seat fully — that means following the procedure, using good judgment when the procedure does not cover the situation, and communicating proactively when something is off track.
Role Summary
The Custom Order Coordinator is the central point of contact and accountability for every custom order from the moment a customer inquiry arrives to the moment the supplier begins production. You’ll guide each order every step of the way, making sure everything is accurate, complete, and moving along smoothly.
You will work directly with customers, our design team, and our suppliers. You will use our proprietary Custom Order System (COS) as the system of record for every action you take. If it is not in the COS, it did not happen.
Why This Role Exists
Custom patches are high-touch, high-stakes, bespoke products. Every order is unique. A customer ordering 50 patches for a camp event is counting on us to get the design right, the sample right, the quantity right, and the delivery right — often with a hard deadline. This role is what makes that happen reliably.
What You Will Do
You will manage each custom order from initial inquiry through production handoff, ensuring accuracy, momentum, and clear communication at every stage.
Requisition
- Review inbound custom order requests and enter them into the COS.
- Verify customer information and assess artwork for usability.
- Partner with designers when sizing or product fit needs clarification.
- Identify duplicate requests and flag or decline submissions that don’t meet content guidelines.
- Move approved orders forward into the design stage.
Design & Quoting
- Capture and organize order details and supporting files.
- Prepare pricing options, including special cases and quantity breaks.
- Send quotes and follow up with customers to keep things moving.
- Assign proofs to designers and manage revisions.
- Review proofs with customers and secure final approval.
- Confirm order details and collect deposits.
Manufacturing Coordination
- Prepare supplier files and coordinate sampling and revisions.
- Review samples and share with customers for approval.
- Track approvals and apply any required sampling charges.
- Apply sampling charges, negotiate pricing, and confirm shipping details.
- Finalize production and notify customers once orders move forward.
Record-Keeping & Administration
- Maintain clear and organized notes for both customers and internal teams in the COS.
- Ensure all files are properly labeled, uploaded, and stored.
- Flag important details and coordinate with Fulfillment when special handling is needed
Who You Are
This role is ideal for someone who is process‑driven, takes ownership of their work, communicates clearly, and consistently ensures that nothing falls through the cracks.
Required
- Technical — Ability to open, assess, and identify issues in Vector files (Adobe Illustrator or equivalent) without requiring designer assistance.
- Strong written communication — Ability to write clear, professional quotes, proofing emails, and daily correspondence with customers, designers, and suppliers.
- Exceptional attention to detail — Accuracy is critical in this role, as even small errors can impact the customer experience.
- Comfort with multiple software systems — Confident working across systems such as a CRM/COS, Gmail, and Google Drive simultaneously.
- Multitasking and order management — Capable of managing several active orders at different stages without losing momentum.
- Self‑direction — Able to work independently, knowing when to proceed and when to escalate questions or concerns.
- Process adherence — Willing to follow established procedures precisely while flagging gaps or edge cases when they arise.
Nice to Have
- Post-secondary education in graphic design, visual communications, or a related field.
- Experience in a production, print, or custom product environment.
- Familiarity with B2B customer relationships.
- Experience with Girl Guides of Canada or similar membership organizations (GGC orders have specific requirements we handle regularly).
Role Details
Hours: Monday to Friday, 8:30 am – 4:30 pm
Start Date: As soon as the right person is found
Reports To: Head of Operations
Pay: $26.00-$30.00 per hour
Work Location: Remote
