Lead Retail Customer Service Associate

About the position

The Lead Consultant at FedEx Office plays a crucial role in ensuring a positive customer experience across all areas of the store's business, including print, signs & graphics, and shipping. This position requires a deep understanding of the store's operations and the ability to deliver expert service consistently. The Lead Consultant will spend their time taking customer orders, coordinating store activities, providing pricing information, and recommending appropriate FedEx Office products and services. They will also be responsible for producing complex orders and operating equipment that requires advanced operational knowledge and expertise. Additionally, the Lead Consultant will manage, monitor, and facilitate all production processes, utilizing consultative skills to anticipate customer needs, suggest alternatives, and provide effective solutions. In this role, the Lead Consultant will demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers. They will manage production flow to ensure that all production orders are completed accurately and on time. Responsibilities include taking customer orders, providing pricing information, performing consultative selling, and recommending FedEx Office products and services. The Lead Consultant will also take lead responsibility for digital imaging, scheduling, and running production orders, including finishing services and large job management. They will ensure quality during and after the production process and maintain effective communication among shifts. The Lead Consultant may provide leadership to team members on an assigned shift and assist in training store team members. They will also be responsible for coordinating all shipping-related services and activities, ensuring quality customer service by providing packaging services and information about company products and services. This position requires the ability to handle financial transactions, complete required financial paperwork, and assist with financial reporting, including daily sales and bank deposits. The Lead Consultant will follow FedEx Office standard operating procedures and adhere to legal, HR, safety, and security policies and procedures.

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

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

Nice-to-haves

Benefits

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