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 team member is knowledgeable in all areas of the Store’s business, including print, signs & graphics, and shipping.

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 to understand each customer’s individualized need
• Provides customer expertise in printing, signs and graphics, and shipping product lines; recommends appropriate FedEx Office products and services
• Provides an outstanding customer service experience using consultative skills to anticipate needs, suggest alternatives, and find solutions
• Resolves customer problems quickly and to satisfaction
• Takes complex customer orders using order systems and provides accurate pricing information
• Assembles parcels and prepares goods for shipping (wrapping, inserting into containers, weighing, affixing labels)
• Sets up and operates printing, binding, and related equipment using customer-supplied original media and documents
• Maintains a safe, clean, and orderly retail Store
• Ensures confidentiality of customer data and careful handling of documents, media, and packages
• Processes financial transactions using a Point of Sale terminal (POS), including handling cash and making change
• Cleans, repairs, and stocks all retail store printing and shipping equipment and supplies
• Stays current on retail Store merchandising materials and ensures proper display of all retail area product and signage
• Takes preemptive action to prevent errors and waste
• Completes required financial paperwork and may assist with financial reporting (daily sales, close-outs, bank deposits)
• Follows FedEx Office standard operating procedures and adheres to legal, HR, safety, customer service, and security policies
• Performs multiple tasks simultaneously
• Looks for opportunities to improve knowledge and skills within the retail Store
• Operates with minimal supervision
• Adheres to all FedEx Office team member and retail store standards
• Applies Quality concepts to daily activities and supports FedEx Office Quality initiatives
• Suggests areas for improvement in internal processes along with possible solutions
• Works with management to reduce company costs/wastes and optimize profitability

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 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

Preferred Qualifications

Quality Driven Management experience, including suggesting process improvements, reducing costs/wastes, and optimizing profitability.