Retail Customer Service - Framer

📍 Job Overview

Job Title: Retail Customer Service - Framer

Company: Michaels Stores

Location: Riverhead, New York, United States

Job Type: PART_TIME

Category: Retail Operations / Customer Service

Date Posted: June 06, 2026

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

Remote Status: On-site

🚀 Role Summary

• Serve as a primary point of contact for customers, building strong relationships and providing memorable custom framing solutions.

• Drive sales and production targets by effectively promoting and selling custom framing services and related products.

• Maintain exceptional store standards, including visual merchandising, stock replenishment, and a clean, safe environment.

• Execute daily retail operations, including cash handling, customer assistance, and supporting omni-channel fulfillment processes.

• Operate specialized framing equipment and adhere to Standard Operating Procedures (SOPs) to ensure quality and efficiency.

📝 Enhancement Note: While the title "Framer" suggests a specialization, the responsibilities clearly indicate a broader retail customer service role with a significant focus on custom framing sales and production. The role requires a blend of sales acumen, operational efficiency, and customer engagement within a retail environment.

📈 Primary Responsibilities

• Engage customers proactively, utilizing the "Elevated ABC Deliver" methodology to build rapport and identify custom framing needs.

• Consult with customers to understand their artistic vision and recommend appropriate framing solutions, materials, and designs.

• Execute custom framing orders with a high degree of quality, precision, and adherence to production timelines.

• Maintain and organize the ready-made frame department, ensuring products are attractively displayed and readily available.

• Support stock management by participating in truck unloads, stocking shelves, and executing directed replenishment processes.

• Provide friendly and efficient customer service, assisting with product location, issue resolution, and general inquiries.

• Operate the cash register accurately, performing cash handling procedures and point-of-sale transactions to company standards.

• Assist in fulfilling omni-channel orders, including buy-online-pickup-in-store (BOPIS) and ship-from-store processes.

• Adhere to all Standard Operating Procedures (SOPs), safety protocols, and company policies to ensure operational compliance and a secure work environment.

• Contribute to shrink reduction initiatives through diligent inventory management and loss prevention practices.

📝 Enhancement Note: The responsibilities highlight a dual focus on direct customer sales and custom framing production, requiring a candidate who can balance creative consultation with efficient operational execution. The emphasis on "Elevated ABC Deliver" suggests a structured sales approach.

🎓 Skills & Qualifications

Education: High school diploma or equivalent preferred.

Experience:

• 0-2 years of experience in a retail or customer-facing role.

• Prior experience in custom framing or a related craft/artisan field is a strong plus. Required Skills:

• Basic computer proficiency for POS systems and potential order management.

• Strong measuring skills for accurate framing and material estimation.

• Ability to operate framing equipment and a glass cutter safely and effectively.

• Excellent customer service and interpersonal communication skills.

• Basic math skills for cash handling and transaction processing.

• Ability to work collaboratively in a team environment.

• Adaptability to learn and follow Standard Operating Procedures (SOPs). Preferred Skills:

• Proven experience in retail sales, particularly in consultative selling or service-based environments.

• Familiarity with visual merchandising principles and stock management.

• Experience with custom framing design or art presentation.

• Knowledge of different framing materials, matting, and glass options.

• Experience with omni-channel retail processes.

📝 Enhancement Note: The minimum requirements are entry-level, focusing on fundamental skills. However, the preferred skills and core responsibilities indicate that candidates with prior retail sales experience, especially in areas requiring consultation and product knowledge, will be better positioned. The ability to operate specialized equipment is critical.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a formal portfolio is not explicitly required for this entry-level role, candidates are encouraged to highlight past projects or experiences that demonstrate:
  • Process Optimization: Examples of how you improved a process or workflow in a previous role (e.g., faster customer check-out, more efficient stock organization).
  • Customer Impact: Case studies or examples of successful customer interactions, problem-solving, or exceeding customer expectations in a service setting.
  • Quality Execution: Demonstrations of attention to detail and quality in completed work, particularly if related to crafts, art, or custom projects.
  • Sales Achievement: Any quantifiable results related to sales targets or customer engagement initiatives.

Process Documentation:

• Understanding and adherence to Standard Operating Procedures (SOPs) for all tasks, including framing production, customer transactions, and store operations.

• Ability to follow documented workflows for custom framing order creation, production, and customer delivery.

• Familiarity with processes for managing inventory, including stock replenishment and maintaining the ready-made frame department.

📝 Enhancement Note: For this entry-level retail position, a formal portfolio is unlikely to be a strict requirement. However, candidates should be prepared to discuss relevant experiences that showcase their ability to follow processes, manage tasks efficiently, and interact positively with customers. Highlighting any custom work or detailed projects from past roles can be beneficial.

💵 Compensation & Benefits

Salary Range: $17.25 - $20.30 per hour

Benefits:

• Health Insurance (Medical, Dental, and Vision)

• Paid Time Off (PTO)

• Tuition Assistance

• Generous Employee Discounts on Michaels products

• Other benefits as detailed on mikbenefits.com

Working Hours: Part-time, with potential for nights, weekends, and early mornings. The typical full-time work week is 40 hours, but this is a part-time role.

📝 Enhancement Note: The salary range provided is specific to the location and role, reflecting an hourly wage for a part-time position. The benefits package is comprehensive for a part-time role, particularly the tuition assistance and employee discounts, which are valuable for individuals in the retail and creative sectors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Arts and Crafts Retail. Michaels is a leading specialty retailer of arts, crafts, and floral merchandise in North America.

Company Size: Large enterprise (over 10,000 employees globally). This means established operational structures, training programs, and career pathways.

Founded: 1973. Michaels has a long-standing history and a well-defined brand presence in the creative community.

Team Structure:

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

• Collaboration is expected with fellow sales associates, framers, and potentially specialized roles within the store.

• Cross-functional interaction occurs with customers and potentially with other departments within the store. Methodology:

• Emphasis on customer-centric service and sales, driven by methodologies like "Elevated ABC Deliver."

• Structured adherence to Standard Operating Procedures (SOPs) for all operational tasks, ensuring consistency and quality.

• Focus on visual merchandising and maintaining an inviting store environment to drive sales.

• Data-driven approach to sales and inventory management, utilizing POS data and replenishment systems.

Company Website: https://www.michaels.com/

📝 Enhancement Note: Michaels fosters a culture centered around creativity, community, and customer engagement. For an operations-focused role like this, understanding the company's commitment to both efficient retail operations and inspiring customer creativity is key. The large company size suggests robust training and development programs.

📈 Career & Growth Analysis

Operations Career Level: Entry-Level Retail Associate with a specialization in Custom Framing. This role serves as a foundational position within the retail operations structure of Michaels.

Reporting Structure: Typically reports to an Assistant Store Manager or Store Manager, with potential guidance from a dedicated Framing Manager or Lead if applicable.

Operations Impact: Directly impacts store revenue through sales of custom framing and other merchandise. Contributes to operational efficiency by maintaining store standards, managing inventory, and ensuring smooth transaction processing. Plays a crucial role in customer satisfaction and loyalty through excellent service.

Growth Opportunities:

• Skill Specialization: Develop expertise in custom framing design, sales techniques, and production.

• Retail Advancement: Potential to move into roles such as Key Holder, Assistant Store Manager, or Store Manager.

• Cross-Departmental Experience: Gain experience in various store functions, from merchandising to inventory management.

• Leadership Potential: Opportunities to lead specific departments or initiatives within the store.

📝 Enhancement Note: This role is an excellent entry point into retail operations. For individuals starting their careers, Michaels offers clear pathways for advancement and skill development within the retail environment, particularly in sales and operational execution.

🌐 Work Environment

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

Office Location(s): Riverhead, NY. The specific store address is 1440 Old Country Rd Ste 400.

Workspace Context:

• The environment is dynamic and customer-facing, requiring constant interaction and movement.

• The framing shop involves specialized equipment and tools for cutting and assembly.

• Stock rooms may be less climate-controlled, while public areas are climate-controlled.

• Occasional outdoor work may be required for tasks like retrieving shopping carts or during truck unloading.

Work Schedule: Part-time, requiring flexibility to work nights, weekends, and early mornings. This schedule is typical for retail operations and allows for work-life balance considerations.

📝 Enhancement Note: The work environment is typical for a retail setting, demanding physical stamina and adaptability to varied tasks and customer needs. The framing shop aspect introduces a hands-on, craft-oriented element to the role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review to assess qualifications and experience against the role requirements.

• Phone/Video Interview: Discussion of relevant experience, customer service philosophy, and basic operational understanding.

• In-Person Interview: Typically conducted at the store location, involving a conversation with the hiring manager (Store Manager or Assistant Manager). This may include:

  • Behavioral questions assessing customer service skills, problem-solving, and teamwork.
  • Scenario-based questions related to handling customer requests, resolving issues, and managing framing orders.
  • A tour of the store and framing area, potentially demonstrating basic skills or knowledge.

• Potential Skills Assessment: While not explicitly stated, a practical demonstration of measuring skills or basic framing knowledge might be informally assessed.

Portfolio Review Tips:

• As this is an entry-level role, a formal portfolio is not expected. However, be prepared to discuss specific examples from your resume that highlight:

  • Successful customer interactions and problem-solving scenarios.

  • Any experience with custom projects, crafts, or detailed work.

  • Instances where you demonstrated strong attention to detail or quality.

  • Any sales achievements or contributions to team goals. Challenge Preparation:

• Be prepared to discuss how you would handle common customer service scenarios (e.g., an unhappy customer, a complex framing request).

• Think about how you would approach learning new operational procedures or equipment.

• Consider how you would contribute to maintaining store standards and merchandising.

📝 Enhancement Note: The interview process will likely focus on assessing customer service aptitude, a willingness to learn specialized skills, and cultural fit within the Michaels team. Emphasize your passion for creativity and your ability to follow instructions and procedures.

🛠 Tools & Technology Stack

Primary Tools:

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

• Custom Framing Equipment: Includes specialized tools for cutting mats and frames, assembly equipment, and potentially a heat press.

• Glass Cutter: Essential tool for custom framing.

• Measuring Tools: Tape measures, rulers, and potentially specialized framing measurement devices.

Analytics & Reporting:

• While direct access to complex analytics tools is unlikely for this role, understanding how POS data contributes to sales performance and inventory management is beneficial.

• Familiarity with basic reporting on sales figures or order completion rates might be expected at higher levels. CRM & Automation:

• The POS system may have basic CRM functionalities for customer tracking and loyalty programs.

• No advanced automation tools are typically used at this level; focus is on manual execution of SOPs.

📝 Enhancement Note: Proficiency with basic retail technology like POS systems and a willingness to learn specialized framing equipment are key. The role relies more on manual execution of processes than advanced system utilization.

👥 Team Culture & Values

Operations Values:

• Creativity: Encouraging artistic expression and providing tools and inspiration for customers.

• Customer Focus: Prioritizing customer satisfaction through excellent service and tailored solutions.

• Teamwork: Collaborating effectively with colleagues to achieve store goals and support each other.

• Integrity: Adhering to company policies, ethical practices, and maintaining a positive store environment.

• Efficiency: Executing tasks accurately and in a timely manner to ensure smooth store operations.

Collaboration Style:

• Open communication and mutual support among team members.

• Shared responsibility for maintaining store appearance and customer experience.

• Willingness to assist colleagues with tasks, especially during busy periods or while managing multiple customer needs.

• Constructive feedback exchange to improve individual and team performance.

📝 Enhancement Note: The culture at Michaels is geared towards fostering creativity and providing a positive experience for both customers and employees. For operations, this translates to a collaborative approach focused on delivering quality service and products while upholding company standards.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Demands: Juggling customer service interactions, custom framing consultations, order production, and general store tasks simultaneously.

• Learning Specialized Skills: Mastering the operation of framing equipment, understanding material options, and developing design consultation skills.

• Handling Difficult Customers: Resolving complaints or addressing customer dissatisfaction effectively and professionally.

• Meeting Sales Targets: Consistently driving custom framing sales and contributing to overall store revenue goals.

Learning & Development Opportunities:

• Framing Expertise: Comprehensive training on custom framing techniques, materials, and design principles.

• Sales Training: Development in consultative selling, customer relationship building, and upselling/cross-selling.

• Operational Proficiency: Gaining hands-on experience with retail POS systems, inventory management, and store operations.

• Career Advancement: Potential for growth within Michaels stores, moving into leadership or specialized roles.

📝 Enhancement Note: This role offers a great opportunity to develop specialized skills in custom framing and consultative sales, which are valuable in the retail and creative industries. The challenges are typical of a dynamic retail environment, with clear pathways for growth and skill enhancement.

💡 Interview Preparation

Strategy Questions:

• Customer Service: "Describe a time you went above and beyond to help a customer." "How would you handle a customer who is unhappy with their custom framing order?"

• Sales & Consultation: "How would you approach selling a custom framing solution to a customer who is unsure of what they need?" "What steps would you take to ensure a custom framing order is accurate?"

• Problem-Solving: "Imagine a customer needs a frame for an unusual-sized artwork. What would be your process for finding a solution?" "What would you do if you realized you made a mistake on a framing order?"

Company & Culture Questions:

• "What interests you about working at Michaels?" "What does 'creativity' mean to you in a retail context?"

• "How do you handle working under pressure or during busy periods?"

• "What are your thoughts on teamwork and supporting your colleagues?" Portfolio Presentation Strategy:

• Since a formal portfolio isn't required, focus on preparing specific, concise examples from your past experiences that demonstrate:

  • Your customer service skills (e.g., a challenging interaction you resolved positively).

  • Your attention to detail and quality in any task or project.

  • Any experience with sales or persuasive communication.

  • Your ability to follow instructions and learn new processes.

📝 Enhancement Note: Prepare to discuss your customer service philosophy, your approach to consultative sales, and your ability to learn and execute detailed processes. Highlighting any passion for art, crafts, or design will also be beneficial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Michaels careers portal.

• Resume Customization: Tailor your resume to highlight customer service experience, any sales achievements, and specific skills mentioned in the job description (e.g., measuring, attention to detail, operating equipment). If you have any crafting or art-related hobbies or experience, include them.

• Practice Responses: Prepare answers to common interview questions focusing on customer interaction, problem-solving, and your interest in Michaels and custom framing.

• Research Michaels: Familiarize yourself with Michaels' products, services (especially custom framing), and its brand mission. Understand their commitment to creativity and customer experience.

• Prepare Questions: Have a few thoughtful questions ready to ask the interviewer about the role, the team, and the company culture.

⚠️ 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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