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.

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, giving pricing information, performs consultative selling to customers, 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
• Sees setup of complex orders and performs multiple tasks at the same time
• Ensures quality during and after production process
• Ensures communication among shifts
• Captures, coordinates pick-up and delivery of customer orders
• May provide leadership to team members on an assigned shift
• Aids 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
• Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
• Secondary responsibility 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
• Suggests appropriate shipping methods to customers
• 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

Essential Functions

• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 55 pounds
• On a consistent basis, 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 in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position