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Paper Source – Customer Service Associate

position Summary:

The Customer Service Associate must exhibit a passion to learn about our products and services and demonstrate a desire to share that knowledge with our customers. The Customer Service Associate’s #1 priority at all times is the customer.


Essential responsibilities:

  • Consistently perform and leads by example all three steps of the Customer Service Initiative (CREATE):
    • Connect with every customer by greeting them warmly, asking open-ended questions and engaging them in product related conversations.
    • Respond to customers’ immediate needs
    • Explore your customers’ needs and demonstrate products at the demo table, on the sales floor and at the custom print station.
    • Add relevant products to complete the project, take it to the next level and help with their whole checklist.
    • Think every customer regardless of purchase.
    • Empower customers to complete their creative projects at home and build customer loyalty.
    • Exhibits an attitude that is one of positive, can do and customer first with all
  • Knowledgeable and proficient in technology in order to accurately and efficiently process customer transactions professionally and in compliance with the Paper Source policy; sales, returns, gift certificates, special orders, etc
  • Maintain store operations and visual merchandising standards to ensure a ‘grand opening’ look and feel to our customers
  • Resolve customer service related issues, elevating as needed to the Assistant or Store


Inspire Customers through product knowledge:

  • Inspire our customers about Paper Source’s unique product offerings through product stories, understanding and selling of our core businesses such as cards and envelopes and custom printing.
  • Demonstrate consistent selling behaviors that inspire our customers towards a greater connection with our products through registration and selling of workshops and special events to achieve company goals.
  • Understand customers’ needs and projects to be able to make meaningful suggestions for additional purchases to achieve company goals.
  • Completes all required training modules and has a clear understanding of all available tools and resources to enhance the selling experience.

Drives sales and PROFITABILITY through key performance and manager on duty leadership:

  • Sells the benefits associated with capturing email addresses in our customer
  • Provide feedback to store management on customer requests, reaction to merchandise and store
  • Utilizes company tools and works with customer to suggest add-ons to ensure store sales goals, workshop goals, and ADT and UPT goals are met.



  • Demonstrated passion for Paper Source, our products, and providing extraordinary customer
  • Arts and crafts background preferred with minimum of 1 year in retail or service related
  • Availability to work a flexible schedule to meet the needs of the business, which will require night and weekend shifts
  • Ability to effectively maneuver around sales floor and May include repetitive bending, prolonged standing, twisting, stooping and stairs and lifting of up to 30 pounds
  • Ability to work with /around cleaning chemicals and various art