Customer Success Team Lead

organizedAbout Iconic POS

At Iconic POS, our journey began in 2015 with a simple mission to help a merchant optimize their Point of Sale (POS) system. Through years of hands-on experience across diverse industries, we gained deep expertise in POS implementation and business technology solutions. Along the way, we identified a common challenge faced by merchants: payment processing services often lacked transparency and included hidden costs.

Today, creating meaningful value for our clients while making a positive impact remains at the heart of everything we do.

Iconic POS offers a comprehensive suite of business solutions, including transparent payment processing services, cloud-based and traditional POS systems, IT infrastructure and support services, and business consulting. We proudly support businesses across a wide range of industries, including retail, restaurants, grocery stores, salons, and service-based organizations.

Our commitment to innovation, customer success, and operational excellence enables us to provide technology-driven solutions that empower businesses to grow, streamline operations, and achieve long-term success.

Website: www.iconicpos.com

Operating alongside Iconic POS is our full-service Print Shop, providing professional printing, branding, and marketing solutions designed to support businesses of all sizes. The Print Shop offers a wide range of custom products and promotional materials, serving both individual customers and commercial clients.

Our printing services include business cards, brochures, flyers, banners, posters, signage, menus, labels, stickers, promotional merchandise, branded apparel, and a variety of customized marketing materials.

By combining high-quality print services with our expertise in POS technology and business solutions, we provide our clients with a convenient one-stop destination for their operational, branding, and marketing needs.

Together, Loyalty Sense POS, Iconic POS, and the Iconic POS Print Shop deliver an integrated ecosystem of technology, payment processing, retail solutions, and professional print services. Our shared vision is to empower businesses with innovative products, trusted expertise, and outstanding customer service, enabling them to operate more efficiently, strengthen their brand presence, and achieve lasting success.

Join Our Team

Iconic POS Inc. is seeking a highly organized and customer-focused Customer Success Manager to join our Print Shop in Calgary, Alberta. We are seeking a friendly, organized, and customer-focused professional with previous experience in a print shop or commercial printing environment.

As the first point of contact for our Print Shop, you will be responsible for welcoming customers, understanding their printing requirements, coordinating print orders, answering phone calls and inquiries, and ensuring projects are completed accurately and on time.

You will work closely with our Print Services Analyst, Graphic Designers, suppliers, and production team to deliver exceptional customer service and high-quality print solutions.

Preference will be given to candidates with relevant print shop or commercial printing experience.

Job Details

• Location: Calgary, Alberta
• Job Type: Full-Time, Permanent
• Working Hours: Monday – Friday 9 AM -6 PM & Saturday 10 AM – 2 PM
• Salary: $16 –$19 per hour (based on experience)

Reporting: To the CEO

Key Responsibilities

• Greet customers professionally and provide exceptional front desk service.
• Answer incoming phone calls, emails, and customer inquiries in a timely and professional manner.
• Understand customer printing requirements and accurately prepare quotations and work orders.
• Process print orders from initial inquiry through completion and delivery.
• Coordinate with the Print Services Analyst to ensure timely production of customer orders.
• Work closely with remote Graphic Designer to ensure artwork is finalized and approved before production.
• Assist with printing, finishing, packaging, and quality checking of customer orders.
• Maintain regular communication with customers regarding order status and delivery timelines.
• Coordinate with suppliers to place orders for printing materials and monitor delivery schedules and inspection of delivered orders.
• Maintain inventory levels of paper, ink, promotional products, packaging materials, and other supplies.
• Monitor stock levels and notify management when replenishment is required.
• Prepare invoices and receipts, and maintain accurate customer records.
• Accept payments via e-transfers and payment terminals.
• Record/track daily orders, track supplier expenses, and accurately handle end of day report.
• Maintain an organized workplace (Print Shop) and filing system.
• Assist with scheduling deliveries and coordinating courier services.
• Ensure all customer information and business records remain confidential.
• Support general administrative and office duties as assigned.
• Ensure the reception area is clean, welcoming and organized.

Additional Responsibilities

• Provide day-to-day administrative and operational support to the Print Services Analyst, assisting with print production, order processing, quality checks, packaging, scheduling, and other daily tasks to ensure the efficient operation of the Print Shop.
• Assist in prioritizing print jobs, preparing materials, and coordinating workflow to ensure customer orders are completed accurately and within agreed timelines.
• Support the Print Services Analyst with inventory management, supplier coordination, equipment preparation, and maintaining an organized and efficient production environment.

Qualifications & Experience

• Previous experience in a print shop, commercial printing, sign shop, or print production environment is highly preferred.
• Experience in customer service, reception, or office administration.
• Strong understanding of print products, printing processes, and order management.
• Excellent verbal and written English communication skills.
• Strong organizational and multitasking abilities.
• Proficiency in Microsoft Office, particularly Outlook, Word, PowerPoint, Excel, and QuickBook Invoicing.
• Basic to intermediate experience with graphic tools such as Adobe Illustrator, CorelDRAW, and Canva
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Experience working with graphic design or print production teams is considered an asset.

Skills & Competencies

• Excellent customer service skills.
• Strong attention to detail.
• Professional telephone etiquette.
• Problem-solving and conflict resolution.
• Time management and organizational skills.
• Team player with a positive attitude.
• Ability to work independently with minimal supervision.
• Strong communication and interpersonal skills.
• Reliable, punctual, and dependable.

Compensation & Benefits

• Health Spending Account (HSA): $1,000 annually
• Three (3) weeks paid vacation
• Career growth and development opportunities
• Supportive and collaborative work environment
• On-the-job training and continuous learning opportunities

Pay: $16.00-$19.00 per hour

Work Location: In person