Lead Retail Customer Service Associate

About the role

The 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. The role involves taking customer orders, coordinating store activities, providing pricing information, recommending FedEx Office products and services, producing complex orders, operating advanced equipment, and managing production processes. The Lead Consultant uses consultative skills to anticipate needs, suggest alternatives, and provide solutions to colleagues and customers. With leadership direction, they may provide direction to Consultants and resolve escalated customer issues.

Responsibilities

• Demonstrates consultative behaviors to ensure friendly, polite, and expert service for all customers.
• Manages production flow to ensure 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 multitasks efficiently.
• 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 assigned shifts and assist in training store team members.
• Operates the Point of Sale (POS) terminal, handles financial transactions, and completes required financial paperwork, including daily sales, close-outs, and bank deposits.
• Follows instructions from supervisors, assists team members, and adheres to FedEx Office standard operating procedures, legal, HR, safety, and security policies.
• Coordinates shipping-related services, including determining appropriate shipping methods, providing packaging services, and offering information about company products and services.
• Maintains inventory of shipping supplies, assembles parcels, prepares goods for shipping, weighs packages, and affixes labels.
• 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

Applies Quality Driven Management principles to improve internal processes, reduce costs, optimize profitability, and support FedEx Office Quality initiatives.

Pay

The pay range for this position is $17.75 - $20.85 per hour. Actual pay is determined by factors such as experience, tenure, market level, performance, schedule, and work assignment.

Benefits

For details on comprehensive benefits, click here.