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, and operating advanced equipment. The Lead Consultant uses consultative skills to anticipate needs, suggest alternatives, and provide solutions to colleagues and customers. With leadership direction, they may also 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 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 assist in training store team members.
• Collates, sorts, and organizes customer orders.
• Operates the Point of Sale (POS) terminal, 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 from supervisors and assists 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:
  • Providing customer service by determining appropriate shipping methods and informing customers about company products, services, routes, and rates.
  • Ensuring quality customer service by offering packaging services and information about company products and services.
  • Assisting customers by suggesting appropriate shipping methods and maintaining inventory of shipping supplies.
  • Assembling parcels, preparing goods for shipping, weighing packages, and affixing 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

Quality Driven Management: 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 and supports FedEx Office Quality initiatives.