Customer Service Parcel Specialist

About the role

This team member will have primary responsibility for coordinating the inbound/outbound package activities of the in-center parcel management operation. This team member will be receiving, processing, staging and delivering all inbound and outbound packages from the venue/center utilizing an electronic last mile tracking system with limited supervision. This team member will regularly interface with all levels inside the venue and event customer’s organizations.

Responsibilities

• Maintain log of all incoming and outgoing parcels, prepare parcels for pickup by delivery drivers, and sort incoming parcels
• Utilize proprietary software and equipment to execute necessary job functions. Responsible for mobile equipment assigned on a daily basis (where applicable)
• May pick-up and deliver customer packages throughout the hotel facility
• Provide customer service, including anticipating customer needs, suggesting alternatives and problem solving, and is able to satisfy those needs with a minimum amount of supervision
• Assemble parcels and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
• Utilize pallet jacks and other large package handling equipment (where applicable)
• Follow all Equipment Safety and Package Security guidelines
• Provide customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Ensure quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
• Maintain inventory of shipping supplies
• Set priorities of customer requests
• Maintain high levels of customer service
• Use sound judgement to resolve customer service issues or refunds
• Employ investigative research for mis-labeled packages
• Troubleshoot routine equipment problems
• May provide leadership on assigned shifts and direct work of other team members
• Perform multiple tasks at the same time
• Follows instructions of supervisors and assists other team members in performing center functions
• Collate, sort and organize communications and other forms of information provided by customers and the venue
• Aid in the training of center team members
• Operate the point of sale terminal (POS) ensuring package handling fees are collected
• Perform daily close-out procedures on POS
• May assist team members in goal setting and skill development
• Performs administrative duties, including bidding, ordering supplies and inventory control
• May operate photocopy, binding and other business center equipment
• Takes customer orders, gives pricing information, performs consultative selling to customers, and explains the benefits of digital printing technology to customers
• May pick-up and deliver customer orders
• Fulfills copying protocol (copyright law, confidentiality, and careful handling of original documents)
• Prepares bank deposit slips
• Performs all other duties as needed or requested

Qualifications

• High School Diploma or equivalent education required
• Minimum six months of related experience required (Warehouse and/or Hospitality Experience Preferred)
• Proven strong organization and planning skills
• Action oriented with skills and aptitude to excel in a customer-focused and results-driven environment
• High integrity individuals who present professional image through effective written and verbal communication skills
• Excellent team building and collaborative skills; ability to develop strong customer relationships
• Strong problem solving skills
• Ability to accurately translate and record information into electronic tracking system with 100% accuracy
• Proficiency with computer systems and ability to learn new software applications quickly.
• Ability to pass an OSHA certification for any equipment in center calling for such certification
• Ability to move 75 pounds unassisted
• Ability to maneuver packages of any weight above 75 pounds with appropriate equipment and/or assistance from another person
• Physical stamina to walk up to 10 miles per shift

Benefits

Pay Transparency: Pay: Additional Details: Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.

Essential Functions

• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 75 pounds
• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability to communicate effectively with customers, vendors, partners, and other team members
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability to work with minimal supervision
• Ability to perform the General Duties and Responsibilities set forth above in a consistent and efficient manner
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Preferred Qualifications

Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility. Applies Quality concepts presented at training during daily activities. Supports FedEx Office Quality initiatives.