Lead Retail Customer Service Associate

About the role

The Lead Retail Customer Service Associate is responsible for delivering a positive customer experience, managing production flow, taking customer orders, and providing consultative selling. They also coordinate store activities, manage production processes, and assist in the training of store team members.

Responsibilities

• Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers
• Manages production flow to ensure all production orders are done right and on time
• Takes customer orders, gives pricing information, performs consultative selling to customers, and recommends FedEx Office products and services
• Takes lead responsibility for 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 at the same time
• Responsible for ensuring quality during and after production process
• Ensures communication among shifts
• Captures, schedules, and runs pick-up and delivery of customer orders
• May provide leadership to team members on an assigned shift
• Assists in the training of store team members
• Collates, sorts, and organizes customer orders
• Operates the Point of Sale terminal (POS), handles financial transactions and makes change
• Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits
• Follows instructions of supervisors and assists other team members in performing store functions
• Fulfills secondary responsibilities for coordination of all shipping related services and activities
• Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
• Offers assistance to customers by suggesting appropriate shipping methods. Maintains inventory of shipping supplies
• Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels

Qualifications

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

Benefits

Details about benefits are not provided in this job posting.

Pay

Details about pay are not provided in this job posting.

Schedule

Details about schedule are not provided in this job posting.