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 to all customers. The Lead Consultant’s time will be spent taking customer orders; coordinating store activities; providing pricing information; recommending the appropriate FedEx Office products and services; producing complex orders; operating equipment that requires advanced operational knowledge and expertise; managing, monitoring, and facilitating all production processes.

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, provides pricing information, performs consultative selling, and recommends FedEx Office products and services
• Tracks and logs all production jobs
• 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 simultaneously
• Ensures quality during and after the production process
• Coordinates 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
• Adheres to FedEx Office standard operating procedures as well as legal, HR, safety, and security policies and procedures
• Provides customer service for shipping-related services, including determining appropriate shipping methods and informing customers about company products, services, routes, and rates
• Ensures quality customer service by providing packaging services and offering information about company products and services
• Assists customers by suggesting appropriate shipping methods
• Maintains inventory of shipping supplies
• Assembles parcels and prepares goods for shipping by wrapping items, inserting them into shipping containers, 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
• Ability to bend/twist at the waist and knees on a consistent basis
• Ability to communicate effectively with customers, vendors, and other team members on a consistent basis
• Ability to perform work activities requiring cooperation and instruction on a consistent basis
• Ability to function in a fast-paced environment under substantial pressure on a consistent basis
• Ability to maintain attention and concentration for extended periods of time on a consistent basis
• Ability to work with minimal supervision on a consistent basis
• Ability to report regularly to work and maintain established business hours to support the FedEx Office business

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 to optimize profitability in areas of responsibility. Applies Quality concepts presented at training during daily activities. Supports FedEx Office Quality initiatives.