Retail Customer Service - Custom Framer

📍 Job Overview

Job Title: Retail Customer Service - Custom Framer Company: Michaels Stores Location: Riverhead, New York, United States Job Type: PART_TIME Category: Retail Operations / Customer Service Date Posted: August 15, 2025 Experience Level: Entry-Level (0-2 years) Remote Status: On-site

🚀 Role Summary

• Drive customer engagement and build lasting relationships through personalized custom framing solutions.
• Provide exceptional in-store customer service, assisting shoppers in locating products and fulfilling their creative needs.
• Maintain visual merchandising standards and ensure a clean, organized, and safe retail environment.
• Process transactions accurately and efficiently using the point-of-sale (POS) system, including cash handling.

📝 Enhancement Note: This role is focused on direct customer interaction within a retail environment, specifically within the custom framing department. While not a traditional "Revenue Operations" or "Sales Operations" role in terms of B2B SaaS metrics, it heavily involves sales, customer relationship management, and operational efficiency within a retail context. The emphasis on "personal designer" and "Elevated ABC Deliver" suggests a customer-centric sales approach.

📈 Primary Responsibilities

• Act as a brand ambassador by building rapport with customers, understanding their needs, and recommending appropriate custom framing solutions.
• Execute sales and production targets for the custom framing department, ensuring high-quality and timely order fulfillment.
• Operate and maintain framing equipment, including mat cutters and heat presses, adhering to safety protocols and standard operating procedures (SOPs).
• Manage inventory and visual merchandising of the ready-made frame department and other assigned areas, including stocking and replenishment.
• Provide friendly and helpful customer service, assisting with product location, offering solutions, and ensuring a positive shopping experience.
• Support store operations by participating in truck unloads, stocking, and assisting with omnichannel processes (e.g., buy online, pick up in-store).
• Adhere to all company policies, SOPs, shrink prevention, and safety programs.
• Operate the cash register, handle cash and other payment methods accurately, and execute cash handling procedures to standard.

📝 Enhancement Note: The responsibilities highlight a blend of direct sales, operational execution within a specific department (framing), and general retail store upkeep. The mention of "SOPs" and "compliance" indicates a need for process adherence, which is a core tenet of operations roles. "Elevated ABC Deliver" likely refers to a customer service and sales methodology focused on building relationships and delivering value.

🎓 Skills & Qualifications

Education:

• High school diploma or equivalent strongly preferred.

Experience:

• 0-2 years of experience in a customer-facing role, preferably within retail.
• Experience in sales or consultative selling is beneficial.
• Prior experience in custom framing or with art/craft supplies is a plus but not required.

Required Skills:

• Customer Service Excellence: Proven ability to engage with customers, understand their needs, and provide solutions.
• Basic Measuring Skills: Proficiency in taking accurate measurements for framing projects.
• Basic Computer Skills: Ability to use store POS systems, computer terminals, and potentially basic design software.
• Cash Handling Proficiency: Accurate processing of sales transactions, including cash, credit, and other payment methods.
• Operational Adherence: Ability to follow Standard Operating Procedures (SOPs) and company policies consistently.

Preferred Skills:

• Retail Sales Experience: Demonstrated success in selling products or services.
• Framing Equipment Operation: Familiarity with or ability to quickly learn how to operate framing equipment (e.g., mat cutters, glass cutters, heat presses).
• Visual Merchandising: Understanding of how to present products effectively to drive sales.
• Team Collaboration: Ability to work effectively with store team members.

📝 Enhancement Note: The "AI_experience_level" of "0-2" indicates this is an entry-level position. The "AI_key_skills" confirm the core competencies revolve around customer interaction, specific departmental knowledge (framing), and fundamental retail operational tasks.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a formal portfolio is not typically required for this entry-level retail position, candidates with relevant experience may showcase:
  • Examples of customer service success stories, highlighting problem-solving and relationship-building.
  • Documentation or descriptions of processes they've improved or implemented in previous retail roles (e.g., for inventory management, customer onboarding, or sales tracking).
  • Demonstrations of proficiency with POS systems or other retail management software.

Process Documentation:

• Candidates are expected to understand and follow established Standard Operating Procedures (SOPs) for all aspects of the job, including:
  • Customer consultation and design process for custom framing.
  • Order entry, production, and fulfillment workflows.
  • Inventory management, stocking, and replenishment procedures.
  • Point-of-sale (POS) transaction processing and cash handling protocols.

📝 Enhancement Note: For an entry-level retail role, a formal "portfolio" is less common. However, the expectation is that candidates can articulate their understanding of processes and demonstrate competence in operational tasks through their resume and interview responses. Highlighting any experience with process improvement or adherence to SOPs in past roles would be beneficial.

💵 Compensation & Benefits

Salary Range:

• $16.75 - $19.70 per hour.

Benefits:

• Health insurance (medical, dental, and vision) for team members.
• Paid time off (PTO).
• Tuition assistance programs.
• Generous employee discounts on Michaels products.
• Other benefits as detailed on mikbenefits.com.

Working Hours:

• Part-time position. Specific hours will vary based on store needs, including nights, weekends, and early mornings.

📝 Enhancement Note: The provided salary range is specific and competitive for entry-level retail positions in many areas. The benefits package is comprehensive for part-time employees, which is a significant draw for candidates seeking stable part-time employment with benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: Arts and Crafts Retail. Michaels is North America's largest retailer of arts and crafts. Company Size: Large (over 1,300 stores in the US and Canada). This implies established corporate structures, training programs, and operational frameworks. Founded: 1973. A long-standing company with a strong brand presence and deep roots in the creative community.

Team Structure:

• Store Level: The Custom Framer typically reports to a Store Manager or Assistant Store Manager, working closely with other sales associates and potentially a dedicated Framing Manager or Lead.
• Departmental Focus: The role is centered within the Custom Framing department, requiring collaboration with fellow team members to manage customer flow, production schedules, and inventory.
• Cross-functional Collaboration: While primarily focused on the store floor and framing department, collaboration with other departments (e.g., receiving, visual merchandising) is expected to ensure smooth store operations.

Methodology:

• Customer-Centric Approach: Operations and sales are driven by building customer relationships and providing creative solutions ("fuel the joy of creativity").
• Process-Driven Operations: Adherence to SOPs, safety protocols, and operational standards is emphasized for consistency and compliance.
• Data-Informed Decisions: While not explicitly detailed for this role, larger retail organizations like Michaels use sales data, inventory metrics, and customer feedback to inform operational strategies.

Company Website: www.michaels.com

📝 Enhancement Note: Michaels' culture is centered around creativity and community. The operational aspects of the company are geared towards facilitating this creative experience for customers and providing a supportive environment for employees. The scale of the company suggests robust training and established operational procedures.

📈 Career & Growth Analysis

Operations Career Level: Entry-Level Retail Associate with specialized departmental responsibilities (Custom Framing). This role serves as a foundational step within the retail operations structure. Reporting Structure: Reports to store management (Store Manager/Assistant Store Manager). The role involves direct interaction with customers and team members within the store environment. Operations Impact: Directly impacts store revenue through sales of custom framing services and drives customer loyalty by providing exceptional service and creative solutions. Efficiently managing the framing department contributes to overall store operational effectiveness and profitability.

Growth Opportunities:

• Skill Specialization: Develop expertise in custom framing design, materials, and production techniques.
• Retail Advancement: Potential to move into roles such as Key Holder, Assistant Store Manager, or Store Manager within Michaels.
• Departmental Leadership: Opportunity to become a Framing Lead or Supervisor, taking on more responsibility for department operations and team training.
• Cross-Training: Gain experience in other store departments to broaden operational knowledge.

📝 Enhancement Note: This role is an excellent entry point into retail operations. Growth opportunities are clearly defined within the retail hierarchy, focusing on developing operational skills and customer service expertise.

🌐 Work Environment

Office Type: Public retail store setting. The work environment is dynamic and customer-facing. Office Location(s): Riverhead, New York (specific store address provided). The role is physically located within a Michaels retail store.

Workspace Context:

• Customer Interaction: Primarily on the sales floor and within the dedicated custom framing area.
• Tools & Technology: Access to POS systems, framing equipment, computers, and potentially design software.
• Team Interaction: Frequent collaboration with fellow store associates and management.
• Environment: Climate-controlled public areas, with some stock rooms potentially not being climate-controlled. Occasional outdoor work may be required for truck unloading.

Work Schedule:

• Part-time. Work hours include evenings, weekends, and potentially early mornings, depending on store operating hours and staffing needs. Flexibility is key.

📝 Enhancement Note: The work environment is typical of a retail setting, requiring adaptability, customer engagement, and physical stamina. The mention of specific equipment highlights the hands-on nature of the operational tasks.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review to assess basic qualifications and suitability.
• In-Person Interview: Typically with the Store Manager or Assistant Store Manager. This will likely involve behavioral questions to assess customer service skills, problem-solving abilities, and cultural fit.
• Skills Assessment: May include a brief practical assessment related to measuring or customer interaction.
• Final Offer: Based on interview performance and alignment with company values.

Portfolio Review Tips:

• For this role, a formal portfolio isn't expected. Instead, prepare to discuss:
  • Specific examples of excellent customer service you've provided, focusing on how you resolved issues or went above and beyond.
  • Any experience you have with sales processes, consultative selling, or achieving sales targets.
  • If you have framing experience, be ready to discuss your process and any projects you're particularly proud of.
  • Demonstrate your understanding of operational efficiency through examples of how you've managed tasks or improved processes in previous roles.

Challenge Preparation:

• Be prepared for situational questions such as:
  • "How would you handle a customer who is unhappy with their custom framing order?" (Focus on empathy, problem-solving, and escalating appropriately).
  • "A customer needs a specific item that is out of stock. How would you assist them?" (Focus on alternative solutions, checking other stores, or offering online options).
  • "Describe a time you had to learn a new skill or operate new equipment quickly." (Highlight adaptability and learning agility).

📝 Enhancement Note: The interview process will focus heavily on behavioral and situational questions to gauge customer service aptitude and operational understanding. Highlighting experience with sales processes and problem-solving is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Point-of-Sale (POS) System: For processing transactions, managing customer accounts, and order entry. Proficiency with retail POS systems is a plus.
• Custom Framing Equipment:
  • Mat Cutters (e.g., Logan, Fletcher)
  • Glass Cutters
  • Heat Presses (for mounting and laminating)
  • Miter Saws or Choppers
  • Staplers and Gluing equipment
• Inventory Management Systems: For tracking stock levels of frames, mats, glass, and supplies.
• Basic Computer Skills: For accessing training materials, company portals, and communication tools.

Analytics & Reporting:

• Sales performance reports (personal and store-level).
• Inventory turnover data.
• Customer satisfaction metrics (if available).

CRM & Automation:

• Customer database within the POS system for tracking purchase history and preferences.
• Internal company platforms for communication, scheduling, and task management.

📝 Enhancement Note: Familiarity with POS systems is expected. Hands-on experience with framing equipment is a significant advantage, but the company provides training. Understanding the operational flow from order intake to production is key.

👥 Team Culture & Values

Operations Values:

• Customer Focus: Prioritizing customer needs and providing exceptional service to foster creativity and loyalty.
• Creativity: Embracing and promoting the joy of creativity in all interactions and product offerings.
• Teamwork: Collaborating effectively with colleagues to achieve store goals and provide a positive customer experience.
• Accountability: Taking ownership of responsibilities, adhering to SOPs, and contributing to store operational efficiency.
• Integrity: Upholding company standards and ethical practices in all dealings.

Collaboration Style:

• Supportive and Cooperative: Team members are encouraged to assist each other to ensure smooth store operations and excellent customer service.
• Process-Oriented: Working together to follow established procedures for sales, production, and store maintenance.
• Feedback Exchange: Openness to providing and receiving feedback to improve individual and team performance.

📝 Enhancement Note: The culture emphasizes a passion for creativity, customer satisfaction, and a collaborative team environment. Employees are expected to be proactive and supportive of one another.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Roles: Juggling customer service, sales, production, and operational tasks simultaneously.
• Managing Customer Expectations: Effectively communicating turnaround times and design possibilities for custom framing.
• Physical Demands: Standing for long periods, lifting heavy items, and working with specialized equipment.
• Seasonal Fluctuations: Adapting to busy periods (e.g., holidays) and ensuring consistent service levels.

Learning & Development Opportunities:

• Framing Expertise: Comprehensive training on custom framing techniques, materials, design principles, and equipment operation.
• Sales and Service Skills: Development in customer engagement, consultative selling, and problem resolution.
• Retail Operations Knowledge: Understanding of inventory management, visual merchandising, and POS systems.
• Career Pathing: Opportunities for advancement within the Michaels retail structure.

📝 Enhancement Note: This role offers significant opportunities to develop specialized skills in a creative retail segment, alongside core retail operations competencies. The challenges are typical of a hands-on retail environment.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "How would you ensure the custom framing department runs efficiently and meets production deadlines?" (Focus on organization, time management, prioritizing tasks, and following SOPs).
• Customer Collaboration: "Describe your approach to helping a customer design a custom frame for a valuable piece of art." (Highlight active listening, asking clarifying questions about the art, budget, and desired style, and presenting options).
• Problem-Solving: "A customer is upset because their order is delayed. What steps would you take?" (Emphasize empathy, investigation, clear communication, and offering solutions or apologies as per policy).

Company & Culture Questions:

• "Why are you interested in working for Michaels, specifically in custom framing?" (Connect your passion for creativity, art, or customer service to the company's mission).
• "How do you handle working as part of a team in a fast-paced retail environment?" (Provide examples of collaboration and shared responsibility).
• "How do you stay motivated when performing repetitive tasks like stocking or order processing?" (Focus on efficiency, accuracy, and the contribution to overall store success).

Portfolio Presentation Strategy:

• Since there isn't a formal portfolio, be ready to verbally present your skills and experience using the STAR method (Situation, Task, Action, Result) for behavioral questions.
• For any previous retail or customer service roles, highlight specific achievements related to sales, customer satisfaction, or operational improvements.
• Be prepared to discuss your understanding of the custom framing process and your enthusiasm for learning it.

📝 Enhancement Note: Preparation should focus on demonstrating strong customer service skills, a proactive approach to operational tasks, and a genuine interest in the creative aspects of the role.

📌 Application Steps

To apply for this Retail Customer Service - Custom Framer position:

• Submit your application online through the provided link on the Michaels Careers portal.
• Resume Optimization: Tailor your resume to highlight customer service experience, any sales achievements, and any familiarity with retail operations or technical equipment. Quantify accomplishments where possible (e.g., "Assisted an average of 50 customers per shift," "Contributed to a 10% increase in framing sales").
• Interview Preparation: Practice answering common retail interview questions, focusing on the STAR method. Be ready to discuss your customer service philosophy, problem-solving skills, and interest in Michaels.
• Company Research: Familiarize yourself with Michaels' mission ("fuel the joy of creativity"), product offerings, and company values. Understanding the creative aspect of the business will help you articulate your fit.
• Portfolio Discussion: While not a formal portfolio, be prepared to discuss relevant past experiences that demonstrate your skills in customer service, sales, and operational execution.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions based on the provided data. All details, especially regarding specific responsibilities, benefits, and interview processes, should be verified directly with Michaels Stores during the application or interview process.