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).