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. 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, 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 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 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 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 items, inserting them into containers, weighing packages, and affixing labels
• Applies Quality Driven Management principles to improve internal processes, reduce costs, and optimize profitability

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

• Experience applying Quality concepts in daily activities
• Support for FedEx Office Quality initiatives

Benefits

• Competitive wages for full and part-time opportunities
• 401K plan with company match after 1 year
• Educational assistance up to $5,250 per calendar year for undergraduate and graduate courses (no lifetime limit)
• Scholarship Program for employees and eligible dependents after 1 year ($1,000 to $5,000 per program year)
• Generous paid time off, including holiday pay, bereavement time, jury duty, and accrual programs for vacation and sick time
• Sick time accrual: 1 hour for every 30 hours worked
• Vacation accrual based on position and years of service (part-time starts after 1 year; full-time starts immediately)
• 4 premium holidays, 2 non-premium holidays, and 2 floating holidays for eligible employees
• Paid parental leave for both moms and dads
• Adoption Assistance Program
• Medical, Flexible Spending Accounts, EAP, Dental, Vision, LTD & STD Disability, Life Insurance, Commuter, and Voluntary benefits
• Employee discounts on shipping, printing, and access to LifeCare/Lifemart for retail, auto, computer, daycare, health, wellness, real estate, mobile phone, education, and more
• Free FedEx Learning Center (FLC) for career development and training

Pay

Starting pay range: $21.65 - $25.44 per hour. Actual starting pay determined by experience, market level, and location. Eligible for additional pay, premiums, or bonuses.