Customer Service Parcel Specialist

Position Summary

This team member will have primary responsibility for coordinating the inbound/outbound package activities of the in-center parcel management operation. This team member will be receiving, processing, staging and delivering all inbound and outbound packages from the venue/center utilizing an electronic last mile tracking system with limited supervision. This team member will regularly interface with all levels inside the venue and event customer's organizations. The team member must be proficient with a variety of computer systems and have the ability to meet the physical demands of the position. This team member is required to perform many functions within the center, including all functions performed by Center Consultant team members.
General Duties And Responsibilities
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Set priorities of customer requests
• May provide leadership on assigned shifts and direct work of other team members
• Maintain high levels of customer service
• Primary responsibility for coordination of all shipping related services and activities, include:
• Maintain log of all incoming and outgoing parcels, prepare parcels for pickup by delivery drivers, and sort incoming parcels
• May pick-up and deliver customer orders
• May assist team members in goal setting and skill development
• Provide customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Follows instructions of supervisors and assists other team members in performing center functions
• Use sound judgement to resolve customer service issues or refunds
• Operate the point of sale terminal (POS) ensuring package handling fees are collected
• Employ investigative research for mis-labeled packages
• Performs administrative duties, including bidding, ordering supplies and inventory control
• Perform multiple tasks at the same time
• Take customer orders, give pricing information, perform consultative selling to customers, and explain the benefits of digital printing technology to customers
• Troubleshoot routine equipment problems
• Assemble parcels and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
• May pick-up and deliver customer packages throughout the hotel facility
• Utilize proprietary software and equipment to execute necessary job functions. Responsible for mobile equipment assigned on a daily basis (where applicable)
• Collate, sort and organize communications and other forms of information provided by customers and the venue
• Perform all other duties as needed or requested
• Follow all Equipment Safety and Package Security guidelines
• Provide customer service, including anticipating customer needs, suggesting alternatives and problem solving, and is able to satisfy those needs with a minimum amount of supervision
• Ensure quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
• Perform daily close-out procedures on POS
• Assist in the training of center team members
• Prepares bank deposit slips
• Offer assistance to customers by suggesting appropriate shipping methods. Maintain inventory of shipping supplies
• May operate photocopy, binding and other business center equipment
• Follows copying protocol (copyright law, confidentiality, and careful handling of original documents)
• Utilize pallet jacks and other large package handling equipment (where applicable)

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Excellent team building and collaborative skills; ability to develop strong customer relationships
• Action oriented with skills and aptitude to excel in a customer-focused and results-driven environment
• Proven strong organization and planning skills
• Physical stamina to walk up to 10 miles per shift
• Ability to pass an OSHA certification for any equipment in center calling for such certification
• Ability to move 75 pounds unassisted
• Minimum six months of related experience required (Warehouse and/or Hospitality Experience Preferred)
• Ability to accurately translate and record information into electronic tracking system with 100% accuracy
• Proficiency with computer systems and ability to learn new software applications quickly.
• Strong problem solving skills
• For new hires, must meet all FedEx Office's employment qualifications in force at time of hiring
• High integrity individuals who present professional image through effective written and verbal communication skills
• Ability to maneuver packages of any weight above 75 pounds with appropriate equipment and/or assistance from another person
• High School Diploma or equivalent education required
• For current FedEx Office's team members, must have received a Meets Standard or above on last performance appraisal

ESSENTIAL FUNCTIONS OF THE POSITION:

• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability to perform the General Duties and Responsibilities set forth above in a consistent and efficient manner
• Ability, on a consistent basis, 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
• Ability to communicate effectively with customers, vendors, partners, and other team members
• Ability to work with minimal supervision
• Ability to move and lift 75 pounds
• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability to stand during entire shift, excluding meal and rest periods
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

• Supports FedEx Office Quality initiatives.
• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Suggests areas for improvement in internal processes along with possible solutions.
• Applies Quality concepts presented at training during daily activities.

FedEx Office is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant on the basis of race, color, religion, national origin, citizenship, genetic information, age (except for bona fide occupational qualifications), sex, pregnancy (including childbirth or a related medical condition), disability, sexual orientation, gender identity, gender expression, marital status, military leave or service, status as a disabled veteran or other covered veteran status, participation in EEO protected activity, any other status protected by federal, state, or local law, or association with a person on the basis of one or more of the foregoing. America's Military Veterans and individuals with disabilities are strongly encouraged to apply.
FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email [email protected].
FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia's fair chance hiring law.
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