Post and Print: Customer Service Representative III

Job Description

Job Description

POSITION OBJECTIVE

The Customer Service Representative III (CSR III) serves as a senior-level team member and operational lead within Nisqually Post & Print. This role is responsible for overseeing advanced production, managing complex customer projects, ensuring quality control, and supporting day-to-day operations. The CSR III operates with a high level of independence, provides guidance to CSR I and II team members, and acts as a key support to the Post & Print Manager.

In this role, the CSR III leads print production processes including prepress, production execution, and finishing, while ensuring accuracy, efficiency, and high-quality output. The position also supports the care, maintenance, and proper operation of print and production equipment, tracks inventory and supplies, and assists with ordering materials to support both standard operations and custom jobs.

Additionally, the CSR III supports core Post & Print services including mail and shipping operations, PO Box management and paperwork, promotional product ordering, and customer order fulfillment. This role ensures timely processing of mailings, shipping, and correspondence while maintaining strong customer service standards.

The CSR III will also support general administrative functions and perform additional duties as assigned.

REQUIRED SKILLS & KNOWLEDGE

• 3+ years of experience in print production, customer service, print/creative services environment or related field
• High School Diploma or equivalent
• Advanced proficiency in Adobe Creative Suite (Illustrator, Photoshop, InDesign) and Canva
• Strong knowledge of print production processes, file setup, and finishing techniques
• Experience with silk-screening and embroidery production, including design setup
• Cashiering and credit card processing experience
• Working knowledge of shipping, mailing, and postal operations (including international shipments)
• Strong problem-solving, organizational, and leadership skills
• Ability to manage multiple projects and deadlines with minimal supervision

PREFERRED SKILLS & KNOWLEDGE

• 3+ years of retail and sales experience
• 3–5 years of graphic design oversight or production leadership
• 3+ years of silk-screening and embroidery processing, including design
• Experience with print estimating, job tracking, or production systems

SUPERVISORY RESPONSIBILITIES

• Provides day-to-day guidance and support to CSR I and CSR II team members
• Assists with training, onboarding, and workflow coordination
• Supports the Manager in maintaining productivity, quality, and team performance

ESSENTIAL FUNCTIONS OF THE JOB

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Leadership & Operational Support

• Maintain a safe, organized, and efficient work environment for staff and customers
• Support daily operations by prioritizing workload and assisting with workflow management
• Serve as a point of escalation for complex customer issues or production challenges
• Assist leadership in identifying process improvements and operational efficiencies

Customer Service & Project Management

• Manage complex or high-value customer orders from intake through completion
• Provide expert guidance on print, design, materials, and production options
• Ensure clear communication of timelines, pricing, and expectations
• Resolve escalated customer concerns with professionalism and urgency

Production & Design Oversight

• Prepare, review, and approve files for production using Adobe Creative Suite and Canva
• Lead and support advanced print production, including layout, finishing, and quality checks
• Schedule, set up, and oversee silk-screening and embroidery jobs
• Troubleshoot production issues and ensure jobs meet quality standards
• Ensure all products meet brand, design, and production specifications

Mailing & Shipping Services

• Oversee shipping and mailing operations for accuracy and efficiency
• Support complex or high-volume shipments, including international requirements
• Ensure compliance with postal and shipping regulations
• Assist team members with resolving shipping or fulfillment issues

Quality Control & Process Improvement

• Ensure accuracy in billing, pricing, and order processing
• Maintain high standards for product quality and customer satisfaction
• Monitor workflow and identify opportunities to improve efficiency
• Support implementation of best practices across Post & Print operations

Other

• Perform other duties as assigned to support business operations

PHYSICAL REQUIREMENTS

• Ability to lift, move, and carry up to 25+ pounds
• Ability to stand, walk, and move throughout the shift
• Ability to bend, reach, push, pull, and perform repetitive tasks
• Manual dexterity for operating computers, POS systems, and production equipment

· Have reliable transportation; possess current WA Driver’s License and insurable through the companies insurance provider.

WORK ENVIRONMENT

This position operates in a retail and production-based print and mail environment. The role regularly uses office and print shop equipment, including computers, phones, copiers, printers, cutting equipment, and shipping systems. The environment includes moderate noise levels, active production equipment, and frequent customer interaction.

Employees may be exposed to paper dust, ink, toner, and other standard print production materials. The workspace is collaborative and fast-paced, with multiple workstations and shared production areas.

TRAVEL REQUIREMENTS

• Occasional travel may be required for workshops, trainings, corporate meetings, offsite design consultations, and operational support activities such as supply pickups or vendor coordination.

NATIVE AMERICAN HIRING PREFERENCE

Hiring for this position is subject to Native American preference requirements of Nisqually law pursuant to Title 42, of the Nisqually Tribal Code, Indian Preference and Tribal Employment Rights Ordinance (TERO).