Lead Retail Customer Service Associate

Lead Consultant is knowledgeable in all areas of the Store’s business, including print, signs & graphics, and shipping, and consistently delivers a positive customer experience to all customers. The role involves taking customer orders, coordinating store activities, providing pricing information, recommending FedEx Office products and services, producing complex orders, and operating advanced equipment.

Responsibilities

• Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers
• Manages production flow to ensure all production orders are completed accurately and on time
• Takes customer orders, provides pricing information, performs consultative selling, and recommends FedEx Office products and services
• Tracks and logs all production jobs
• Leads digital imaging, scheduling, and running black-and-white or color production on full-service orders, including finishing services and large job management
• Sets up complex orders and performs multiple tasks simultaneously
• Ensures quality during and after the production process
• Coordinates communication among shifts and manages pick-up and delivery of customer orders
• May provide leadership to team members on an assigned shift and assists in training store team members
• Collates, sorts, and organizes customer orders
• Operates the Point of Sale (POS) terminal, handles financial transactions, and completes required financial paperwork
• Follows instructions of supervisors and assists other team members in performing store functions
• Adheres to FedEx Office standard operating procedures, legal, HR, safety, and security policies
• Coordinates shipping-related services and activities, including determining appropriate shipping methods and providing packaging services
• Offers assistance to customers by suggesting appropriate shipping methods and maintains inventory of shipping supplies
• Assembles parcels and prepares goods for shipping by wrapping, weighing, and labeling packages
• Performs all other duties as needed or required

Requirements

• High school diploma or equivalent education
• 2+ years of specialized experience
• Excellent verbal and written communication skills

Essential Functions

• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 55 pounds
• Consistent ability to bend/twist at the waist and knees
• Consistent ability to communicate effectively with customers, vendors, and team members
• Consistent ability to perform work activities requiring cooperation and instruction
• Consistent ability to function in a fast-paced environment under substantial pressure
• Consistent ability to maintain attention and concentration for extended periods
• Consistent ability to work with minimal supervision
• Consistent ability to report regularly to work and maintain established business hours

Preferred Qualifications

• Strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture
• Suggests areas for improvement in internal processes along with possible solutions
• Works with management to reduce company costs/wastes and optimize profitability
• Applies Quality concepts presented at training during daily activities
• Supports FedEx Office Quality initiatives

Benefits

For details on our comprehensive benefits, click here.