Customer Experience & Graphic Design Specialist

Job Description

Job Description

Customer Experience & Graphic Design Specialist

Chandler, AZ | In-Office Only
Full-Time | Monday–Friday | 9:00 AM – 5:00 PM
$20–$25/hour

About Engrave My Memories

Engrave My Memories is an e-commerce and wholesale custom engraved gifting company specializing in meaningful, personalized products. What started in a garage has grown into a tight-knit team of 8, with several team members celebrating 10+ years with the company.

We’re family-oriented, customer-obsessed, and fast-paced — especially during the holidays. Our products mark life’s most meaningful moments, and how we treat our customers matters just as much as what we create.

If you’re looking for a stable schedule, supportive culture, and work that actually matters, this might be the right fit.

About the Role

This is a hybrid role combining customer service, order management, and graphic design. You’ll be the bridge between customers, design, and production — making sure orders move quickly, accurately, and with care.

You’ll communicate directly with customers across multiple platforms, customize designs using Adobe Illustrator, review files from our overseas graphic design team, and ensure production always has what it needs to keep running.

This role reports to the Shop Manager and Company Owners and will serve as the lead point person for customer experience and design flow.

What You’ll Be Responsible For

Customer Experience & Order Management

• Manage and move orders forward from purchase to production to delivery

• Communicate with customers via Etsy, Amazon, Shopify, Michaels, Faire, and email

• Respond quickly and professionally to questions, changes, and issues

• Resolve customer concerns (damaged items, incorrect products, delays) with empathy and solutions

• Assist occasional walk-in customers with custom orders, product questions (some in-person sales), and order pick-ups

Graphic Design & Production Support

• Customize orders using Adobe Illustrator based on customer personalization and our pre-set design options

• Send mockups and proofs to customers when required

• Review, edit, and approve design files created by our overseas design team

• Accurately update orders on ShipStation with notes, tags and changes

• Ensure production-ready files are saved correctly and on time

• Vectorize simple logos or create custom artwork for customer requests

Operations & Efficiency

• Invoice wholesale and custom orders

• Ensure production always has approved designs ready to engrave

• Use AI tools to improve communication speed and efficiency

• Assist with shipping, laser production, and general shop needs when required

Creative Contributions

• Research trends and develop new, marketable design ideas

• Contribute to product photography, social media, or networking events as needed

Key Performance Indicators (KPIs)

Success in this role is measured by:

• Customer response time: No message or email waits longer than 24 business hours, also required to bottom out on recent messages before shift ends.

• Mockup turnaround: Proofs sent by next business day

• Order flow: Orders sent to production within 1-2 business days max

• Production readiness: No production downtime due to missing or unreviewed design files

• Customer satisfaction: Maintain 90%+ review rating

• Accuracy: Minimal rework due to design or order errors

What Success Looks Like in the First 90 Days

Week 1

• Hands-on time in production learning engraving processes, products, and shipping

• Understanding personalization details, packing slips, labels, and gift notes

Month 1

• Confidently navigating all sales channels and communication platforms

• Managing customer messages with speed and professionalism

• Understanding ShipStation workflows and invoicing processes

By 90 Days

• Independently handling order flow from purchase to production

• Designing all product lines efficiently and strong understand of our design options

• Reviewing and approving overseas design files accurately

• Resolving customer issues confidently and on-brand

• Keeping production fully supplied with approved designs

What We’re Looking For

Must-Have Qualifications

• Customer-first mindset and strong problem-solving skills

• Adobe Illustrator experience (not expert-level, but comfortable)

• Ability to thrive in a fast-paced, high-volume environment

• Strong multitasking and organizational skills

• Fast and accurate typing

• Ability to work Monday–Friday, 9–5, in-office (non-negotiable)

Nice-to-Have

• Spanish-speaking

• Prior customer service or retail experience

• Experience with e-commerce platforms, like Etsy & Amazon

Personality Fit

• Detail-oriented, focused, and organized

• Calm under pressure

• Team player who jumps in where needed (including cleaning, shipping, or production help)

Schedule & Availability

• Fixed schedule: Monday–Friday, 9:00 AM – 5:00 PM

• No weekends normally

• Peak season (Black Friday thru Christmas): occasional overtime and some Saturdays

• Blackout dates: No vacation from Black Friday through Christmas, also June 1st thru 18th for Father's Day

Pay & Benefits

• $20–$25/hour, based on experience

• Free lunch (on-time attendance required)

• Health care

• Emotional health coach (in-person)

• Gym membership

• 401(k) with company match

• 1 week PTO + 1 week sick time

• Free drinks & snacks

• Company outings and team events

Growth & Development

While this is a small company with limited formal promotions, this role offers:

• Ownership of customer experience and design flow

• Pay increases based on efficiency, organization, and performance

• Opportunity to help create systems and improve processes

• Long-term stability with a tenured team

How to Apply

Apply directly through this posting or email your resume to:
marc@engravemm.com