Lead Retail Customer Service Associate

Position Summary

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. The Lead Consultant's time will be spent taking customer orders; coordinating store activities; providing pricing information; recommending the appropriate FedEx Office products and services; producing complex orders; operating equipment that requires advanced operational knowledge and expertise; managing, monitoring and facilitating all production processes. The Lead Consultant performs their duties utilizing consultative skills to anticipate needs, suggest alternatives and provide solutions to colleagues and customers. With leadership direction, the Lead Consultant may provide direction to the Consultant and solve escalated customer issues.
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)

• Manages production flow to ensure all production orders are done right and on time
• Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Responsible for ensuring quality during and after production process
• Offers assistance to customers by suggesting appropriate shipping methods. Maintains inventory of shipping supplies
• Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers
• Collates, sorts and organizes customer orders
• Ensures communication among shifts
• Coordinates pick-up and delivery of customer orders
• Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
• All other duties as needed or required
• Operates the Point of Sale terminal (POS), handles financial transactions and makes change
• 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, to include:
• Takes customer orders, giving pricing information, performs consultative selling to customers, and recommends FedEx Office products and services tracks and logs all production jobs
• Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
• Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits
• May provide leadership to team members on an assigned shift
• Assists in the training of store team members
• 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
• Follows instructions of supervisors and assists other team members in performing store functions
• Sets up complex orders and performs multiple tasks at the same time

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Excellent verbal and written communication skills
• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
• High school diploma or equivalent education
• 2+ years of specialized experience
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:

• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 55 pounds
• 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, on a consistent basis, to work with minimal supervision

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.

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

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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