Lead Retail Customer Service Associate

Position Overview

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.

Key Responsibilities

• Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers
• Manages production flow to ensure all production orders are done right and on time
• Takes customer orders, gives pricing information, performs consultative selling, recommends FedEx Office products and services, and tracks and logs all production jobs
• 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
• Sets up complex orders and performs multiple tasks simultaneously
• Ensures quality during and after the production process
• Maintains effective communication among shifts
• Coordinates pick-up and delivery of customer orders
• May provide leadership to team members on an assigned shift and assist in their training
• Collates, sorts, and organizes customer orders
• Operates the Point of Sale terminal (POS), handles financial transactions, and makes change
• Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs, and bank deposits
• Follows instructions of supervisors and assists team members in performing store functions
• Adheres to FedEx Office standard operating procedures along with legal, HR, safety, and security policies
• Secondary responsibility for coordination of all shipping related services and activities, including:
  • Providing customer service by determining appropriate shipping methods and informing customers of products, services, routes, and rates
  • Ensuring quality customer service by offering packaging services and product information
  • Suggesting appropriate shipping methods and maintaining inventory of shipping supplies
  • Assembling parcels and preparing goods for shipping by wrapping items, inserting them into containers, weighing packages, and affixing labels
• Performs all other duties as needed or required

Required Qualifications

• Education: High school diploma or equivalent education
• Experience Required: 2+ years of specialized experience
• Qualifications: Excellent verbal and written communication skills; for new hires, must meet all FedEx Office employment qualifications; for current team members, must meet hiring criteria and transfer requirements as outlined in the Team Member Handbook
• Ability to stand during the 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 other team members consistently
• Ability to perform work activities requiring cooperation and instruction on a consistent basis
• Ability to function in a fast-paced environment under substantial pressure
• Ability to maintain attention and concentration for extended periods of time
• Ability to work with minimal supervision
• Ability to report regularly to work and maintain established business hours to support the FedEx Office business