Retail Customer Service - PT Custom Framer

📍 Job Overview

Job Title: Retail Customer Service - PT Custom Framer

Company: Michaels Stores

Location: Riverhead, New York, United States

Job Type: Part-time

Category: Retail Operations / Customer Experience

Date Posted: August 8, 2026

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

Remote Status: On-site

🚀 Role Summary

• Focus on building strong customer relationships through personalized custom framing solutions.

• Drive sales and production targets by effectively showcasing framing options and services.

• Maintain store standards, including merchandising, stocking, and ensuring a safe, clean environment.

• Provide exceptional customer service, assisting shoppers in finding products and offering solutions.

• Operate the point-of-sale system with accuracy, including cash handling and processing transactions.

📝 Enhancement Note: This role is positioned as a "Custom Framer" within a retail environment, indicating a specialization beyond general sales associate duties. The emphasis on "building customer relationships" and "creating a memorable framing solution" suggests a consultative sales approach and a need for strong interpersonal skills, aligning with a customer experience-focused operations role. The "PT" designation clearly indicates a part-time commitment.

📈 Primary Responsibilities

• Develop and nurture customer relationships by actively engaging them, understanding their needs, and presenting tailored custom framing solutions.

• Execute the "Elevated ABC Deliver" personal designer methodology to achieve sales and production goals for custom framing orders.

• Ensure all custom framing orders are completed with a high degree of quality and delivered within the promised timeframe.

• Maintain the visual presentation and stock levels of the ready-made frame department, as well as other assigned areas, including SISO (Store-Initiated, Store-Out) and Directed Replenishment processes.

• Deliver friendly, helpful customer service by assisting shoppers in locating products, answering inquiries, and providing solutions to their creative needs.

• Uphold and execute Standard Operating Procedures (SOPs) and company programs to ensure compliance with applicable laws and internal standards.

• Actively participate in and support shrink and safety programs to maintain a secure and accident-free workplace.

• Interact positively and respectfully with colleagues, remaining composed and constructive even in challenging situations, thereby promoting the organization's vision and values.

• Contribute to the efficient execution of truck un-load and stocking processes, ensuring adherence to truck standards and budget constraints.

• Operate the cash register accurately and efficiently, adhering to all cash handling procedures and standards.

• Proactively acknowledge customers, assist them in finding merchandise, and provide effective solutions to their needs.

• Support and execute Omni channel processes, such as buy online, pick up in-store (BOPIS) or ship-from-store, to enhance the customer shopping experience.

📝 Enhancement Note: The responsibilities outline a blend of direct customer interaction, sales execution, operational store tasks, and team collaboration. The mention of "Elevated ABC Deliver" and "personal designer" suggests a specific sales methodology and a focus on consultative selling within the framing department. The inclusion of Omni channel support indicates the need for adaptability in a modern retail environment.

🎓 Skills & Qualifications

Education: High school diploma or equivalent is generally expected for entry-level retail positions; specific higher education is not explicitly required but would be advantageous.

Experience:

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

• Experience in sales, particularly selling products or services, is preferred. Required Skills:

• Basic computer skills for point-of-sale (POS) system operation and potential inventory lookups.

• Basic measuring skills essential for custom framing order accuracy.

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

• Strong customer service orientation with a friendly and helpful demeanor.

• Effective communication and interpersonal skills for building customer relationships.

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

• Basic math skills for cash handling and transaction processing. Preferred Skills:

• Prior retail sales experience, especially in a specialty or custom-order environment.

• Proven sales aptitude and ability to meet or exceed sales targets.

• Experience with custom framing or a related craft/art field.

• Familiarity with inventory management and merchandising principles.

• Ability to work with precision and attention to detail.

📝 Enhancement Note: The requirements emphasize practical, hands-on skills related to custom framing and customer interaction, suitable for an entry-level position. The preference for retail and sales experience highlights the dual nature of the role: operations (framing execution) and sales (customer engagement).

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a formal portfolio is not typically required for this entry-level retail role, candidates are encouraged to highlight any relevant projects or experiences demonstrating:
  • Process Improvement: Examples of how you've streamlined tasks or improved efficiency in previous roles.
  • Quality Control: Instances where attention to detail ensured a high-quality outcome in a product or service.
  • System Familiarity: Comfort with learning and using new software or equipment (e.g., POS systems, design tools).
  • Customer Solutions: Cases where you successfully met a customer's specific needs through product or service customization.

Process Documentation:

• Candidates should be prepared to discuss their understanding and adherence to Standard Operating Procedures (SOPs).

• The ability to follow documented workflows for order processing, production, and customer service is crucial.

• While formal process documentation creation is not expected, candidates should be able to articulate how they would learn and apply established processes.

📝 Enhancement Note: For an entry-level retail associate role, a formal portfolio is unlikely. However, the emphasis here is on how candidates can demonstrate process-oriented thinking and problem-solving skills through their experience, even if not formally documented. This is a crucial distinction for operations-minded candidates.

💵 Compensation & Benefits

Salary Range:

• The stated base pay range for this position is $17.25 - $20.30 per hour.

• This range is based on location (Riverhead, NY), experience level, and the specific demands of the role, including specialized custom framing duties.

• This position may be eligible for overtime compensation in accordance with state and local laws. Benefits:

• Health & Wellness:

  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Telemedicine services
  • Employee Assistance Program (EAP)

• Financial & Retirement:

  • 401(k) with employer match
  • Flexible Spending Accounts (FSAs)
  • Commuter benefits

• Professional Development:

  • Tuition assistance
  • Adoption assistance

• Perks:

  • Employee discounts on Michaels products

  • Access to partner discount programs

  • Voluntary insurance options Working Hours:

• This is a part-time position.

• Work hours include nights, weekends, and early mornings.

• The total weekly hours are not specified but are typical for part-time retail roles.

📝 Enhancement Note: The salary range is competitive for part-time retail roles in the specified New York location, reflecting the specialized nature of the custom framing aspect. The benefits package is comprehensive for a part-time position, indicating Michaels' commitment to employee well-being and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Arts & Crafts Retail, Custom Framing Manufacturing (Artistree subsidiary). Michaels is a leading specialty retailer in North America, focusing on arts, crafts, and home décor.

Company Size: Over 1,300 stores across North America, indicating a large, established retail organization.

Founded: 1973, with headquarters in Irving, Texas. This long history suggests stability and a well-established operational framework.

Team Structure:

• The role operates within a local retail store environment, reporting to store management (e.g., Store Manager, Assistant Manager).

• Team members collaborate with fellow associates in various departments, including sales, operations, and custom framing.

• Cross-functional collaboration is essential, particularly with sales associates to drive traffic to the framing department and with inventory/stocking teams to ensure product availability. Methodology:

• Customer-Centric Approach: Emphasis on building relationships and providing solutions, as highlighted by the "Elevated ABC Deliver" methodology.

• Process Adherence: Strong reliance on Standard Operating Procedures (SOPs) for consistency in operations, sales, and customer service.

• Data-Informed Decisions: While not explicitly stated for this role, a large retail organization like Michaels likely uses sales data, inventory metrics, and customer feedback to inform operational strategies and merchandising.

• Efficiency Focus: The mention of truck un-loads, stocking processes, and shrink/safety programs points to a need for efficient operational execution.

Company Website: www.michaels.com

📝 Enhancement Note: Michaels positions itself as a company that "fuels the joy of creativity." The culture likely emphasizes creativity, customer engagement, and a collaborative team environment within a structured retail operational framework. The part-time nature of this role means direct engagement with upper-level operations strategy might be limited, but adherence to established processes is key.

📈 Career & Growth Analysis

Operations Career Level: Entry-level (0-2 years experience). This role serves as a foundational position within the retail operations and customer experience spectrum at Michaels.

Reporting Structure:

• Reports directly to store management (e.g., Store Manager, Framing Department Manager, or designated lead).

• Works collaboratively with other retail associates on the store floor. Operations Impact:

• Directly impacts customer satisfaction and loyalty through personalized framing solutions and excellent service.

• Contributes to store revenue and profitability through sales of custom framing and related products.

• Upholds store operational standards, contributing to overall store efficiency and inventory accuracy.

• Supports the company's brand image as a leader in creative products and services. Growth Opportunities:

• Skill Development: Opportunity to become proficient in custom framing techniques, consultative sales, and POS operations.

• Advancement: Potential to move into roles like Lead Custom Framer, Sales Associate, or other store-level leadership positions (e.g., Key Holder, Assistant Manager) within Michaels.

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

• Company-Wide Opportunities: Michaels is a large organization, offering potential for career growth into corporate roles related to merchandising, operations, or management, though this would require significant additional experience and development.

📝 Enhancement Note: For an entry-level, part-time role, the primary growth path is within the store environment. Demonstrating reliability, strong customer service, and proficiency in custom framing can lead to increased responsibilities and potential advancement opportunities within Michaels' retail footprint.

🌐 Work Environment

Office Type: Public retail store setting. This is a customer-facing environment.

Office Location(s): Riverhead, NY – 1440 Old Country Rd Ste 400. This specific store location will be the primary work environment.

Workspace Context:

• Customer Interaction: The majority of the time will be spent interacting with customers on the sales floor and in the custom framing area.

• Tools & Technology: Access to POS systems, framing equipment, glass cutters, and potentially inventory management software.

• Team Interaction: Opportunities for collaboration with colleagues during shifts, including stocking, merchandising, and customer assistance.

• Physical Demands: The role requires standing for extended periods, bending, lifting (up to 50 lbs), reaching, and stretching. Specific safety protocols are in place for operating equipment like heat presses and glass cutters.

• Environment: Climate-controlled public areas, with potential for non-climate-controlled stock rooms. Some outdoor work may be required for tasks like retrieving shopping carts or during truck unloads.

Work Schedule:

• Part-time hours, including nights, weekends, and early mornings.

• Flexibility in scheduling is often a requirement for retail roles.

📝 Enhancement Note: The work environment is dynamic and customer-focused, with a significant emphasis on hands-on tasks related to custom framing and store operations. Candidates should be prepared for the physical demands and varied schedule typical of retail.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a brief phone or online application review.

• In-Person Interview: Typically involves a conversation with store management (e.g., Store Manager or Assistant Manager). This will assess:

  • Customer Service Skills: How you handle customer interactions, problem-solving scenarios.
  • Motivation & Fit: Why you are interested in Michaels and this specific role.
  • Basic Qualifications: Confirmation of skills like measuring, computer literacy, and ability to operate equipment.
  • Availability: Discussion of your work schedule flexibility.

• Practical Assessment: You may be asked to demonstrate basic measuring skills or discuss how you would approach a framing consultation.

• Onboarding: If successful, you will undergo onboarding and training, including safety procedures and operational SOPs.

Portfolio Review Tips:

• For this role, a formal portfolio is not expected. Instead, be prepared to:
  • Discuss relevant experience: Highlight any past roles where you demonstrated strong customer service, sales abilities, attention to detail, or experience with crafts/precise work.
  • Provide examples: Use the STAR method (Situation, Task, Action, Result) to describe specific instances where you excelled in customer interactions, problem-solving, or task completion.
  • Showcase practical skills: If you have personal projects involving framing or detailed craftwork, be ready to describe them and the skills they represent.

Challenge Preparation:

• Scenario-Based Questions: Be ready to answer questions about how you would handle common retail situations, such as:

  • A customer who is unsure about framing options.
  • A complaint about a previous order.
  • Assisting multiple customers simultaneously.
  • Maintaining store standards during a busy period.

• Skills Demonstration: Be prepared for a brief practical demonstration of measuring or discussing framing materials.

• Company Knowledge: Research Michaels' mission, values, and product offerings, particularly in custom framing.

📝 Enhancement Note: The interview process for this role will be largely behavioral and practical, focusing on assessing soft skills, basic technical aptitude, and cultural fit within a retail environment. Candidates should focus on articulating their experience and enthusiasm for customer service and creative solutions.

🛠 Tools & Technology Stack

Primary Tools:

• Point of Sale (POS) System: For processing transactions, managing customer orders, and potentially accessing inventory. Proficiency in learning new POS systems is key.

• Custom Framing Equipment: This includes specialized machinery for cutting mats, assembling frames, and potentially heat presses. Safe and accurate operation is essential.

• Glass Cutter: A tool for precise cutting of glass or acrylic for framing.

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

Analytics & Reporting:

• While this role is not directly involved in complex analytics, store-level metrics are important. Associates contribute to data by:

  • Accurately recording sales through the POS system.

  • Following inventory procedures that impact stock levels and reporting.

  • Contributing to visual merchandising standards that influence sales performance. CRM & Automation:

• Customer Relationship Management (CRM): The POS system likely has basic CRM functions for tracking customer purchases and contact information. The "Elevated ABC Deliver" methodology suggests a structured approach to customer engagement.

• Inventory Management Systems: Associates will interact with systems for receiving stock, managing inventory counts, and fulfilling online orders (Omni channel).

📝 Enhancement Note: The technology stack for this role is primarily focused on direct customer interaction and operational execution. While not requiring advanced software engineering skills, proficiency with POS systems, specialized equipment, and basic inventory tools is critical.

👥 Team Culture & Values

Operations Values:

• Creativity & Passion: Michaels fosters a culture that celebrates creativity and the joy of making. Associates are expected to embody this spirit.

• Customer Focus: Prioritizing the customer experience, building relationships, and providing solutions is paramount.

• Teamwork: Collaborating effectively with colleagues to achieve store goals and provide seamless customer service.

• Integrity & Accountability: Adhering to company policies, SOPs, and maintaining honest practices in all transactions and interactions.

• Efficiency & Quality: Balancing speed of service with the high-quality standards required for custom framing.

Collaboration Style:

• Cross-Functional: Working closely with other sales floor associates to ensure customers receive comprehensive assistance, whether for framing or other store needs.

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

• Supportive: Assisting team members during busy periods, sharing knowledge, and contributing to a positive work environment.

📝 Enhancement Note: The culture at Michaels is geared towards inspiring creativity and providing exceptional customer service within a structured retail framework. Team members are expected to be collaborative, customer-centric, and to uphold the company's creative ethos.

⚡ Challenges & Growth Opportunities

Challenges:

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

• Meeting Sales Targets: Consistently driving sales for custom framing, which can be a high-consideration purchase.

• Maintaining Quality Standards: Ensuring precision and craftsmanship in every custom framing order.

• Physical Demands: The role requires standing for long periods and lifting heavy items, which can be physically taxing.

• Learning New Skills: Mastering the operation of specialized framing equipment and understanding various framing materials.

Learning & Development Opportunities:

• Custom Framing Expertise: Deepen knowledge of matting, framing materials, design principles, and advanced framing techniques.

• Sales & Customer Engagement: Develop consultative selling skills, customer relationship management, and conflict resolution.

• Operational Proficiency: Gain experience in retail inventory management, merchandising, and POS system operations.

• Team Leadership: Potential to take on more responsibility as a lead associate or supervisor within the store.

• Company Resources: Access to Michaels' training programs, employee discounts, and development resources.

📝 Enhancement Note: This role offers a solid foundation in both specialized craft-based operations (framing) and customer-facing retail skills. The challenges are typical of a hands-on retail role, with clear opportunities for skill development and internal advancement.

💡 Interview Preparation

Strategy Questions:

• Customer Service Scenarios: "Describe a time you went above and beyond for a customer." "How would you handle a customer who is unhappy with their framing choice?" "How do you approach a customer who seems hesitant or unsure?"

• Sales & Framing: "What interests you about custom framing?" "How would you explain the value of custom framing to a customer?" "Imagine a customer wants to frame a valuable piece of art; what steps would you take?"

• Operational Skills: "How do you ensure accuracy when taking measurements or completing orders?" "Describe your experience with cash handling or operating a POS system." "How do you stay organized when managing multiple tasks?"

Company & Culture Questions:

• "Why Michaels?" "What do you know about our custom framing services?" "How do you contribute to a positive team environment?" "What does 'fueling the joy of creativity' mean to you?"

• Be prepared to discuss your availability and how it aligns with retail operational needs (nights, weekends, holidays). Portfolio Presentation Strategy:

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

  • Problem-Solving: How you've resolved customer issues or operational challenges.
  • Attention to Detail: Instances where precision was critical to success.
  • Sales Aptitude: Your ability to understand customer needs and offer solutions.
  • Learning Agility: How quickly you pick up new skills or adapt to new processes.

• Use the STAR method (Situation, Task, Action, Result) to structure your answers for behavioral questions.

📝 Enhancement Note: Interview preparation should focus on showcasing strong customer service skills, a proactive attitude, a willingness to learn specialized framing techniques, and an understanding of retail operations and sales.

📌 Application Steps

To apply for this operations position:

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

• Tailor your resume: Highlight any experience in customer service, sales, working with tools, or detailed craftwork. Use keywords from the job description such as "customer service," "custom framing," "sales," "cash handling," and "merchandising."

• Prepare for the interview: Think about specific examples from your past that demonstrate your skills in customer interaction, problem-solving, and attention to detail. Research Michaels' custom framing offerings.

• Showcase your enthusiasm: Express your interest in creativity, customer satisfaction, and contributing to a positive retail environment. Be ready to discuss your availability for part-time work, including evenings and weekends.

⚠️ 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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