Retail Customer Service Associate

About the role

The Store Consultant consistently delivers a positive customer experience, using consultative skills to anticipate needs, suggest alternatives, and provide solutions. They are knowledgeable in print, signs & graphics, and shipping, responsible for taking orders, coordinating store activities, providing pricing and product information, recommending appropriate FedEx Office products and services, operating and maintaining equipment, moving boxes and equipment, stocking materials, managing the production queue and output, managing complex projects, managing retail supply, and completing assigned tasks based on priority.

Responsibilities

• Follow supervisor instructions and assist team members
• Assist in training store team members
• Demonstrate consultative behaviors to understand customer needs
• Provide expertise in printing, signs & graphics, and shipping product lines; recommend appropriate FedEx Office products and services
• Deliver outstanding customer service by anticipating needs, suggesting alternatives, and finding solutions
• Resolve customer problems quickly and to satisfaction
• Take complex customer orders using order systems and provide accurate pricing
• Assemble parcels and prepare goods for shipping (wrap, insert, weigh, label)
• Set up and operate printing, binding, and related equipment using customer-supplied media
• Maintain a safe, clean, and orderly retail store
• Ensure confidentiality of customer data and careful handling of documents, media, and packages
• Process financial transactions via POS, handling cash and making change
• Clean, repair, and stock retail store printing and shipping equipment and supplies
• Stay current on merchandising materials and ensure proper display of product and signage
• Take preemptive action to prevent errors and waste
• Complete required financial paperwork and assist with financial reporting (daily sales, close-outs, bank deposits)
• Follow FedEx Office SOPs and legal, HR, safety, customer service, and security policies
• Perform multiple tasks simultaneously
• Seek opportunities to improve knowledge and skills
• Operate with minimal supervision
• Adhere to team member and retail store standards per handbook
• Perform other duties as needed

Requirements

• High school diploma or equivalent education
• 6+ months of specialized experience
• Excellent verbal and written communication skills
• Ability to stand during entire shift (excluding meal and rest periods)
• Ability to move and lift 55 pounds
• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and team members
• Ability, on a consistent basis, to perform work requiring cooperation and instruction
• Ability, on a consistent basis, to function in a fast‑paced environment under substantial pressure
• Ability, on a consistent basis, to maintain attention and concentration for extended periods
• Ability, on a consistent basis, to work with minimal supervision
• Ability, on a consistent basis, to report regularly to work and maintain established business hours

Qualifications

• Preferred: Experience with Quality‑driven management concepts; suggests process improvements and works with management to reduce costs/waste and optimize profitability
• Applies Quality concepts from training to daily activities
• Supports FedEx Office Quality initiatives

Skills

• Consultative selling and customer needs assessment
• Printing, signs & graphics, and shipping product knowledge
• Order entry and pricing accuracy
• Parcel preparation and shipping procedures
• Operation of printing, binding, and related equipment
• Point‑of‑Sale (POS) transaction handling
• Inventory stocking and equipment maintenance
• Merchandising and product display
• Financial paperwork and reporting
• Multitasking and time management
• Minimal supervision work style
• Adherence to safety, security, and compliance policies