Post and Print: Customer Service Representative II

Job Description

Job Description

POSITION OBJECTIVE

The Customer Service Representative II (CSR II) provides advanced customer service and production support for Nisqually Post & Print. This role is responsible for managing customer orders from intake through production, including pricing, design support, and coordination of print, shipping, and ancillary services. The CSR II operates with increased independence, ensures quality standards are met, and supports efficient workflow across Post & Print operations.

REQUIRED SKILLS & KNOWLEDGE

• 1–3 years of retail, customer service, print shop, or production experience
• High School Diploma or equivalent
• Working knowledge of Adobe Creative Suite (Illustrator, Photoshop, InDesign) and Canva
• Experience with print production processes and basic design file preparation
• Working knowledge of embroidery and silk-screening processes
• Experience processing incoming/outgoing mail and packages, including international shipments
• Cashiering and credit card processing experience
• Strong communication, problem-solving, and organizational skills
• Ability to work independently and prioritize multiple projects

PREFERRED SKILLS & KNOWLEDGE

• 2+ years of customer service, retail, or production experience
• 1–2 years of silk-screening and embroidery production (including design setup)
• Experience in a postal/shipping environment (UPS, FedEx, USPS, etc.)
• Experience with print estimating or order management systems

Supervisory Requirements

None

ESSENTIAL FUNCTIONS OF THE JOB

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

Customer Service & Order Management

• Serve as a primary point of contact for customers in person, by phone, and via email
• Manage customer orders from intake through completion, including pricing, timelines, and expectations
• Provide guidance on print options, materials, and services to meet customer needs
• Resolve customer questions, concerns, and issues in a timely and professional manner
• Support and maintain the Post & Print inbox, ensuring timely communication

Production & Design Support

• Prepare and review files for print production using Adobe Creative Suite and Canva
• Set up and process print, embroidery, and silk-screening jobs
• Ensure accuracy of design files, layouts, and production specifications
• Assist with production tasks such as cutting, folding, collating, and finishing materials
• Monitor job progress and ensure deadlines and quality standards are met

Mailing & Shipping Services

• Process incoming and outgoing shipments, including labeling, postage, and documentation
• Support domestic and international shipping requirements
• Manage mailbox services and assist customers with mailing options
• Ensure compliance with shipping and postal regulations

Operational & Quality Control

• Ensure proper billing, pricing accuracy, and order documentation
• Maintain quality control standards across all products and services
• Monitor workflow and help prioritize jobs based on deadlines and business needs
• Maintain a clean, safe, and organized work environment
• Assist in maintaining inventory levels and notifying leadership of supply needs

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).