Retail Customer Service Associate

About the role

The Store Consultant consistently delivers a positive customer experience by utilizing consultative skills to anticipate customer needs, suggest alternatives, and provide solutions. This role is knowledgeable in all areas of the Store’s business, including print, signs & graphics, and shipping. Responsibilities include taking orders, coordinating store activities, providing pricing and product information, and recommending appropriate FedEx Office products and services.

Responsibilities

• Follows instructions of supervisors and assists other team members in performing store functions.
• Assists in the training of store team members.
• Demonstrates consultative behaviors in a retail environment to understand each customer’s individualized needs.
• Provides customer expertise in printing, signs and graphics, and shipping product lines, recommending appropriate FedEx Office products and services.
• Delivers an outstanding customer service experience by anticipating needs, suggesting alternatives, and finding solutions.
• Resolves customer problems quickly and to their satisfaction.
• Takes complex customer orders using order systems and provides accurate pricing information.
• Assembles parcels and prepares goods for shipping, including wrapping, weighing, and labeling packages.
• Sets up and operates printing, binding, and related equipment using customer-supplied materials.
• Maintains a safe, clean, and orderly retail store.
• Ensures confidentiality of customer data and careful handling of documents and packages.
• Processes financial transactions using a Point of Sale (POS) terminal, including handling cash and making change.
• Cleans, repairs, and stocks printing and shipping equipment and supplies to ensure optimal performance.
• Stays current on retail store merchandising materials and ensures proper display of products and signage.
• Takes preemptive action to prevent errors and waste.
• Completes required financial paperwork and may assist with financial reporting, including daily sales, close-outs, and bank deposits.
• Follows FedEx Office standard operating procedures and adheres to legal, HR, safety, customer service, and security policies.
• Performs multiple tasks simultaneously and looks for opportunities to improve knowledge and skills within the store.
• Operates with minimal supervision and adheres to all team member and retail store standards.

Requirements

• High school diploma or equivalent education.
• 6+ months 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 team members.
• Ability to perform work activities requiring cooperation and instruction.
• Ability to function in a fast-paced environment under substantial pressure.
• Ability to maintain attention and concentration for extended periods.
• Ability to work with minimal supervision.
• Ability to report regularly to work and maintain established business hours.

Preferred Qualifications

• Applies Quality concepts in daily activities to improve internal processes and reduce company costs/wastes.
• Supports FedEx Office Quality initiatives and suggests areas for improvement.