CUSTOM FRAMER/ CUSTOMER SERVICE

📍 Job Overview

Job Title: Custom Framer / Customer Service Associate

Company: Michaels Stores

Location: North Riverside, Illinois, United States

Job Type: Part-time

Category: Retail Operations / Customer Service

Date Posted: August 04, 2026

Experience Level: Entry-Level (0-2 years)

Remote Status: On-site

🚀 Role Summary

• This role is ideal for individuals with a passion for design and art, focused on providing exceptional customer service within a retail environment.

• Responsibilities include designing and executing custom framing solutions, managing inventory, and ensuring a positive shopping experience for customers.

• The position requires adherence to operational standards, including sales, production, and safety protocols.

• Opportunities exist to develop skills in custom design, sales, and retail operations within a supportive team structure.

📝 Enhancement Note: While the raw job description emphasizes retail customer service, the "Custom Framer" aspect points to specialized operational duties within the framing department, requiring a blend of artistic design, precision, and customer interaction. This role sits at the intersection of direct customer engagement and specialized product/service delivery within a retail operations context.

📈 Primary Responsibilities

• Design and create custom framing solutions for customer artwork, prints, canvases, or jerseys, translating customer visions into tangible products.

• Build strong customer relationships by leveraging the "Elevated ABC Deliver" methodology to understand needs and provide tailored framing recommendations.

• Achieve and exceed sales and production targets for the custom framing department.

• Complete custom framing orders with a high degree of quality, accuracy, and adherence to promised timelines.

• Maintain the ready-made frame department, including visual merchandising, stock replenishment, and ensuring an organized and appealing display.

• Provide friendly and efficient customer service, assisting shoppers in locating products and offering solutions to their needs.

• Ensure a safe, clean, and clutter-free store environment by adhering to Standard Operating Procedures (SOPs) and company safety programs.

• Participate actively in truck unloading and stocking processes to maintain inventory levels and adhere to stocking standards.

• Operate the cash register and execute cash handling procedures with accuracy and integrity.

• Assist with and support the execution of Omni-channel processes, such as buy online, pick up in-store (BOPIS).

• Maintain assigned areas, including SISO (Ship-from-Store) and Directed Replenishment, to ensure product availability and efficient operations.

📝 Enhancement Note: The responsibilities highlight a dual focus: specialized custom framing design and production, coupled with broader retail operations tasks like merchandising and general customer assistance. The emphasis on "Elevated ABC Deliver" suggests a structured sales and customer relationship management approach within the framing consultation process.

🎓 Skills & Qualifications

Education: High school diploma or equivalent preferred. Specific degrees are not required, but an aptitude for design and art is beneficial.

Experience: 0-2 years of experience in a customer-facing role. Previous experience in a retail environment is preferred.

Required Skills:

• Basic computer skills for order entry and system navigation.

• Basic measuring skills for accurate framing and material selection.

• Ability to learn and operate framing equipment and glass cutters safely and effectively.

• Customer service orientation with a friendly and helpful demeanor.

• Ability to communicate effectively with customers and team members.

• Basic math skills for cash handling and sales transactions.

• Ability to work independently and as part of a team. Preferred Skills:

• Retail sales experience, particularly in consultative selling of products or services.

• Experience in art, design, or a related creative field.

• Familiarity with custom framing processes or an eagerness to learn.

• Experience operating a cash register and handling money.

• Visual merchandising skills.

📝 Enhancement Note: The "Minimum Type of experience" directly translates to required skills, while "Preferred Type of experience" indicates desired, but not essential, qualifications. The role is positioned as entry-level, with significant on-the-job training expected for framing-specific technical skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a formal portfolio is not explicitly required for this entry-level role, candidates are encouraged to highlight any examples of design work, creative projects, or customer service success stories in their application or during the interview.

• Demonstrating an understanding of how to translate customer needs into a tangible product (e.g., design concepts, problem-solving for unique framing challenges) will be highly valued.

• Familiarity with or ability to quickly learn point-of-sale (POS) systems and basic computer applications is critical for order processing and inventory management. Process Documentation:

• Candidates should be prepared to discuss their understanding of following Standard Operating Procedures (SOPs) for order fulfillment, customer service interactions, and store operations.

• An ability to understand and execute workflow processes for custom framing orders, from consultation to completion, will be assessed.

• Familiarity with inventory management principles, such as replenishment and stock organization, is beneficial.

📝 Enhancement Note: For an entry-level retail associate role with a specialized function like custom framing, a formal portfolio is unlikely to be a strict requirement. The focus will be on the candidate's aptitude, willingness to learn, and ability to articulate their understanding of processes related to customer service, sales, and basic operational tasks. "Process documentation" here refers more to understanding and adhering to existing company procedures rather than creating new ones.

💵 Compensation & Benefits

Salary Range: $15.25 - $17.90 per hour.

This range is based on the provided information and reflects typical entry-level retail associate wages in the North Riverside, Illinois area. The exact starting pay will depend on experience and qualifications.

Benefits:

• Health & Wellness:

  • Medical, Dental, and Vision coverage (eligibility requirements may apply).
  • Telemedicine services for convenient healthcare access.
  • Employee Assistance Program (EAP) for confidential support.
  • Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses.

• Financial & Retirement:

  • 401(k) plan with employer match to support long-term savings.
  • Commuter benefits to assist with transportation costs.

• Professional Development & Support:

  • Tuition assistance to support ongoing education and skill development.
  • Adoption assistance to help with the costs of welcoming a new child.
  • Voluntary insurance options for additional coverage.

• Perks:

  • Generous employee discounts on Michaels products.

  • Access to partner discount programs. Working Hours: This is a part-time position. While specific hours are not detailed, retail environments typically require flexibility, including evenings, weekends, and potentially early mornings, to cover store operating hours and peak shopping times. The role is described as potentially requiring 40 hours per week, which is common for full-time retail roles, but the listing specifies "Part time".

📝 Enhancement Note: The salary range is explicitly provided in the job description. The benefits listed are comprehensive and typical for a large retail organization like Michaels, catering to various aspects of employee well-being and financial security. The "working hours" detail is slightly ambiguous, listing a potential 40 hours but categorizing the role as part-time; candidates should clarify expected weekly hours during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Arts and Crafts Retail. Michaels is a leading North American retailer specializing in arts, crafts, and home decor products.

Company Size: Large enterprise (over 10,000 employees globally, with over 1,300 stores across North America). This size implies structured processes, established training programs, and opportunities for advancement within a large network.

Founded: 1973, headquartered in Irving, Texas. With decades of experience, Michaels has a well-established brand presence and operational framework.

Team Structure:

• The role operates within a retail store environment, likely reporting to a Store Manager or Assistant Store Manager.

• Within the store, there will be a team of associates, potentially including department specialists (like a Custom Framing Lead, if applicable) and general sales associates.

• Cross-functional collaboration will involve working with other team members on floor coverage, stock replenishment, and customer service across different departments. Methodology:

• Customer-Centric Approach: Emphasis on "Elevated ABC Deliver" suggests a structured methodology for customer engagement, focusing on building relationships and providing solutions.

• Operational Efficiency: Adherence to SOPs, safety programs, and participation in stocking/unloading processes indicates a focus on maintaining efficient store operations.

• Quality and Timeliness: Commitment to completing framing orders with high quality and on time is a key operational driver for the custom framing function.

Company Website: www.michaels.com

📝 Enhancement Note: The company context highlights Michaels as a large, established retailer with a strong brand in the arts and crafts sector. The operational implications of this size include standardized procedures and a clear hierarchy, while the company's focus on creativity and customer engagement shapes its culture.

📈 Career & Growth Analysis

Operations Career Level: This role is an entry-level position within retail operations, specifically focused on the customer service and specialized production aspects of the custom framing department. It's a hands-on role requiring direct customer interaction and skill development in framing techniques.

Reporting Structure: The Custom Framer/Customer Service Associate typically reports to store leadership, such as an Assistant Store Manager or Department Specialist, who oversees daily operations and team performance.

Operations Impact: This role directly impacts store revenue through custom framing sales and drives customer satisfaction by providing personalized design solutions and excellent service. Effective operations in the framing department contribute to overall store performance and customer loyalty.

Growth Opportunities:

• Skill Specialization: Opportunity to become a skilled Custom Framing Specialist, mastering design principles, material knowledge, and advanced framing techniques.

• Retail Advancement: Potential to move into roles like Department Lead, Assistant Store Manager, or Store Manager by demonstrating strong sales performance, leadership potential, and operational proficiency.

• Cross-Training: Possibility to gain experience in other store departments, broadening retail operational knowledge and skill sets.

• Continuous Learning: Access to company training programs and resources to enhance customer service, sales, and operational skills.

📝 Enhancement Note: The growth path for this role is clearly defined within the retail operations framework, starting from an entry-level associate position with potential to specialize or advance into leadership roles, leveraging the extensive store network of Michaels.

🌐 Work Environment

Office Type: Public retail store setting. The primary workspace is the retail floor and the dedicated custom framing shop area within the store.

Office Location(s): North Riverside, Illinois. The specific store address is 7231 W 24th St.

Workspace Context:

• The environment is customer-facing, requiring constant interaction with shoppers.

• The framing shop is a specialized area equipped with framing equipment, a glass cutter, and potentially a heat press, necessitating adherence to safety protocols.

• Stock rooms may not always be climate-controlled, and some outdoor work might be involved during truck unloading.

• The retail floor requires standing for long periods and involves regular bending, lifting, carrying, reaching, and stretching.

Work Schedule: Part-time. Work hours will include nights, weekends, and early mornings, as dictated by store operating hours and business needs. Flexibility is essential for this role.

📝 Enhancement Note: The work environment is typical for a retail associate, with specific considerations for the specialized framing area. The emphasis on standing, lifting, and varied work hours is standard for the industry.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application: Submit resume and complete online application.

• Phone Screen/Initial Interview: A brief discussion to assess basic qualifications, availability, and interest in the role.

• In-Person Interview: This will likely involve meeting with the Store Manager or Assistant Manager. It may include:

  • Behavioral questions assessing customer service skills, problem-solving abilities, and teamwork.
  • Situational questions about handling challenging customer scenarios or design requests.
  • A discussion about your interest in art, design, and custom framing.
  • A brief tour of the store and framing area.

• Skills Assessment: Potentially a basic assessment of measuring skills or a discussion about your approach to design.

Portfolio Review Tips:

• While a formal portfolio isn't required, be prepared to discuss any creative projects, design work, or even personal framing experiences that demonstrate your artistic eye and problem-solving skills.

• Highlight customer service successes: Think of specific examples where you went above and beyond to help a customer or resolve an issue.

• Showcase your understanding of design principles: Even if informal, be ready to talk about color theory, composition, or how you would approach framing different types of artwork.

• Emphasize your ability to learn and adapt: Since this is an entry-level role, showing a strong willingness and aptitude to learn the technical aspects of custom framing is crucial. Challenge Preparation:

• Be ready for scenario-based questions: "How would you handle a customer who is unhappy with their framing choice?" or "A customer brings in an unusually shaped item; how would you approach framing it?"

• Understand the Michaels brand and its customer base: Research the company's commitment to creativity and its target audience.

• Prepare questions for the interviewer: This shows engagement and interest. Inquire about training, team dynamics, and opportunities for growth within the framing department.

📝 Enhancement Note: The interview process for this role will likely focus on assessing customer service aptitude, creative potential, and the ability to learn technical skills, rather than requiring a pre-established operations portfolio. Candidates should prepare to demonstrate their passion for art and design and their customer-centric approach.

🛠 Tools & Technology Stack

Primary Tools:

• Custom Framing Equipment: This includes specialized tools for cutting mats, joining frames, and assembling the final product. Proficiency will be trained.

• Glass Cutter: A key tool for precisely cutting glass or acrylic to fit the frame dimensions.

• Heat Press: May be used for specific mounting or finishing techniques.

• Measuring Tools: Tape measures, rulers, and potentially specialized measuring devices for accuracy.

Analytics & Reporting:

• Point-of-Sale (POS) System: For processing transactions, managing sales data, and potentially tracking customer orders.

• Basic Computer Skills: For navigating internal systems, potentially basic design software interfaces (if applicable), and communication.

CRM & Automation:

• Customer Relationship Management (CRM) Elements: The "Elevated ABC Deliver" methodology implies a focus on customer relationship building, which is a component of CRM, even if a formal system isn't highlighted.

• Inventory Management Systems: Used for tracking stock levels of frames, mats, and supplies, and for managing replenishment.

📝 Enhancement Note: The technology stack for this role is primarily focused on specialized physical tools for custom framing and standard retail operational systems like POS and inventory management. The emphasis is on practical, hands-on tools and basic digital literacy.

👥 Team Culture & Values

Operations Values:

• Creativity & Inspiration: Michaels values fostering creativity in both its customers and employees, encouraging innovative design solutions.

• Customer Focus: A strong emphasis on providing excellent customer service, building relationships, and meeting customer needs ("Elevated ABC Deliver").

• Quality & Craftsmanship: Commitment to delivering high-quality custom framing products that meet customer expectations and last.

• Teamwork & Collaboration: Working together effectively to ensure smooth store operations, support colleagues, and provide a positive customer experience.

• Integrity & Accountability: Upholding company standards, honest cash handling, and taking responsibility for tasks and performance.

Collaboration Style:

• Cross-functional Support: Associates are expected to help each other across departments, whether it's assisting with customer inquiries on the sales floor or helping with stock replenishment.

• Process Adherence: A collaborative environment that respects and follows established Standard Operating Procedures (SOPs) to ensure consistency and efficiency.

• Feedback Exchange: Openness to receiving and providing constructive feedback to improve individual performance and team operations.

📝 Enhancement Note: The team culture at Michaels emphasizes a blend of creative passion and operational discipline, driven by a strong customer-centric ethos. Collaboration is key to managing the dynamic environment of a retail store.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Roles: Effectively managing the demands of custom framing design and production alongside general customer service and store operational tasks.

• Customer Expectations: Meeting diverse customer design preferences and budget constraints while ensuring high-quality outcomes.

• Technical Skill Acquisition: Learning to operate framing equipment and mastering various framing techniques accurately and safely.

• Pace of Retail: Adapting to the fast-paced retail environment, including busy periods, stock management, and Omni-channel fulfillment.

Learning & Development Opportunities:

• Framing Expertise: Deepen knowledge of framing materials, conservation techniques, and design best practices through on-the-job training and potentially company-provided resources.

• Sales and Customer Engagement: Develop advanced sales techniques and customer relationship management skills through practical application and mentorship.

• Retail Operations: Gain comprehensive experience in various aspects of retail management, from merchandising and inventory control to POS operations and loss prevention.

• Career Pathing: Access to training programs and internal opportunities that can lead to specialized roles or management positions within Michaels.

📝 Enhancement Note: The challenges are typical for a specialized retail role that combines customer service with a craft-based skill. The growth opportunities are well-defined within the retail sector, offering clear paths for skill development and career progression.

💡 Interview Preparation

Strategy Questions:

• Custom Framing Design: "If a customer brought in a valuable, sentimental item like a child's drawing or a signed sports jersey, how would you approach designing a frame to preserve and showcase it?" (Focus on understanding customer needs, material options, and preservation techniques).

• Customer Service Scenarios: "Describe a time you had to handle a difficult customer. What was the situation, and how did you resolve it?" or "A customer is undecided between two framing options. How would you help them make a decision?" (Focus on active listening, problem-solving, and consultative selling).

• Operational Understanding: "How do you ensure accuracy when taking measurements or completing an order?" or "What steps would you take to maintain a clean and organized framing area?" (Focus on attention to detail, process adherence, and safety).

Company & Culture Questions:

• "Why are you interested in working for Michaels, and specifically in the Custom Framing department?" (Demonstrate passion for art, design, and customer service).

• "How do you contribute to a positive team environment?" (Highlight teamwork, communication, and helpfulness).

• "What does 'customer service' mean to you in a retail context?" (Emphasize going above and beyond, building relationships, and solving problems). Portfolio Presentation Strategy:

• Showcase Your Design Eye: Be ready to discuss your personal style, any creative hobbies, or how you approach visual aesthetics. If you have photos of projects you've completed (even non-framing related), be prepared to share them and explain your thought process.

• Articulate Your Process: Even for hypothetical framing scenarios, explain your step-by-step approach to understanding the customer's needs, recommending materials, and ensuring the final product meets expectations.

• Quantify Success (if possible): If you have previous sales experience, be ready to discuss how you met or exceeded targets. For customer service, describe situations where your actions led to positive outcomes or customer satisfaction.

📝 Enhancement Note: Interview preparation should focus on demonstrating passion for art and design, strong customer service skills, attention to detail, and a willingness to learn the technical aspects of custom framing. Highlighting any creative projects or customer service success stories will be beneficial.

📌 Application Steps

To apply for this Custom Framer / Customer Service Associate position:

• Submit your application through the provided link on the Michaels Careers website.

• Resume Optimization: Tailor your resume to highlight any experience in customer service, sales, art, design, or hands-on creative work. Use keywords from the job description such as "customer service," "sales," "design," "measuring skills," and "framing" (if applicable).

• Portfolio Preparation (Informal): Gather examples of any creative projects, design work, or even personal framing projects you've undertaken. Be ready to discuss your design process and problem-solving approach.

• Interview Practice: Prepare for behavioral and situational interview questions focusing on customer interaction, problem-solving, and your interest in art and design. Practice articulating your responses clearly and concisely.

• Company Research: Familiarize yourself with Michaels' brand, its commitment to creativity, and its customer base. Understand the role of the Custom Framing department within the broader store operations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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