Palmetto Print & Ship

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Employee Handbook

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Welcome

 

Welcome to Mullins Print & Ship! We are glad to have you as part of our team. This handbook outlines our expectations, responsibilities, and values so that every employee understands what it means to represent our business.

 

Mullins Print & Ship is a Christian-based business, built on kindness, respect, honesty, patience, teamwork, and service to others. While we welcome people from all backgrounds, we expect our team members to uphold these values while at work. Our reputation in the community is built on how we treat our customers and each other, and we take great pride in that.Employee ResponsibilitiesGreeting, Engagement & UpsellingGreeting every customer and making them aware of our services is an important part of every employee’s role.

 

Employees are expected to:

• Greet every customer in a friendly and professional manner as soon as they enter the store

• Acknowledge customers even when busy and let them know they will be assisted shortly

• Mention at least one service we offer to every customer when appropriate

• Understand that repetition matters—customers may hear the same information multiple times, but it helps them remember us when they need additional services

• Upselling should be helpful and informative, never pushy or uncomfortable

• Consistent greeting and service reminders help build trust, awareness, and long-term customer relationships.

 

Customer Service & Daily Tasks

Employees may be responsible for, but are not limited to:

• Taking customer drop-offs for shipping, printing, or returns

• Ensuring all drop-offs are clearly labeled and placed under the customer’s name

• Creating and printing shipping labels

• Assisting customers with returns (Amazon, UPS, FedEx, USPS, etc.)

• Answering basic and simple technical questions related to printing, scanning, shipping, or returns

• Assisting customers whenever possible, even if it goes slightly beyond the original request (If you know the answer or can help, it never hurts to assist)

• You never know the impact a small act of kindness can have on someone’s day

• Taking customer orders for print or custom items

• Ensuring all customer orders are entered accurately under the correct customer name

• Entering order details into Trello so higher-level staff can complete the work

 

If you are unsure about a request, ask a coworker or management for help. Do not guess when accuracy is important.

 

Customer Package Responsibility

• Customers are only expected to bring their package into the store

• Once a package is placed on the counter, it becomes the employee’s responsibility

• Customers should not be expected to pack, tape, or prepare their items unless they specifically request to do so

• Employees are expected to assist with packaging, taping, labeling, and preparation as part of our service

• Our role is to serve and make the process as easy and stress-free as possible

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Cleaning & Store Maintenance

Keeping the store clean and welcoming is everyone’s responsibility.

 

Employees are expected to help with:

Cleaning and wiping down counters and workspaces

Cleaning restrooms

Sweeping and vacuuming floors

Mopping floors as needed

Cleaning printers and basic equipment (as trained)

Organizing and cleaning shelves and stock areas

A clean store reflects professionalism and respect for customers and coworkers.

 

Inventory & Stock

Employees may be asked to:

• Check inventory levels when requested

• Notify management when supplies are running low

• Assist with stocking shelves or organizing inventory

• Communication & Teamwork

• Clear communication is required at all times.

• Communicate openly and respectfully with coworkers and management

• Ask questions when unsure

• Notify management if personal situations may affect work performance

• We are a team.

• We help one another so the store runs smoothly.

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Store Phone & Call Handling Policy

• Answer the store phone as soon as possible

• If assisting a customer when the phone rings, politely let the customer know the store phone is ringing and ask for a moment

• Some store phones may resemble cell phones—always communicate clearly

• Answer quick questions when possible

• For longer questions, ask to call the customer back

• Collect the customer’s name, phone number, and/or email

• Follow up as soon as time allows

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Emotional Professionalism

• Employees must remain professional and calm while assisting customers

• Personal emotions or frustrations should not be brought into customer interactions

• If you feel unable to manage emotions appropriately, communicate with management and request time off if possible

• We value our employees and their well-being, but communication is essential.

 

Behavior & Conduct

Employees are expected to:

• Treat all customers with respect and patience

• Avoid profanity or inappropriate language

• Never speak negatively about a customer to another customer

• Address frustrations privately with coworkers or management

• Avoid gossip or unprofessional conversations in front of customers

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Cell Phone Use Policy

• Cell phones are permitted only when work tasks are completed

• Lingering or extended personal phone calls are not permitted

• If a customer enters the store while you are on your phone, the call must end immediately

• Customers should never see employees actively on their phones

• Employees are not paid to be on their phonesIf there is work to do—mess, packages, orders—those tasks come first

 

Dress Code & Appearance

• ClothingBlue jeans, khakis, or black dress pants

• Company-provided shirt required

• Clothing must be clean and professional

 

Hair & Grooming

• Hair must be neat, clean, and contained

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Makeup

• Natural and professional only

• No heavy or harsh makeup

 

Piercings & Accessories

• Keep piercings minimal and subtle

• Avoid excessive accessories

 

Fragrances & Scents

• Strong perfumes or sprays must be kept to a minimum

• Be mindful of allergies and sensitivities

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Smoking, Vaping & Odors

• Employees must not smell like cigarette smoke while working

• Smoking is not allowed on the job

• Vaping is allowed only out of customer view

• Vapes must be kept out of sight

 

Pay Progression & Skill Ladder

Starting pay: $7.25/hour during training

After training: $0.50–$1.50 raise based on skill level

Additional raises based on value, reliability, and responsibility

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Additional Pay Opportunities

Designers (graphic/layout work)

Traveling employees

Leadership support roles

Notary Public Opportunity - Business pays for application and paperwork

Employee completes process

Performs notary appointments

Eligible for additional pay

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Fingerprinting Services

Separate from notary duties

Training provided

Performs fingerprinting appointments

Eligible for additional pay

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New Hire Checklist

PaperworkW-9 completed

Handbook acknowledgment signed

Pay and training reviewed

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Training

Drop-offs, labels, returns

Trello order entry

Cleaning and maintenance

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Upselling Training

Business customers → cards, signs, banners, apparel

Families → photo printing, canvases

General → mailboxes, package receiving

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Final Notes

This handbook exists to protect our culture, our employees, and our customers. By working here, employees agree to uphold these standards and represent Palmetto Print & Ship with care and integrity.

 

We are here to serve.