Lead Retail Customer Service Associate

About the position

The Lead Retail Customer Service Associate at FedEx Office is a pivotal role that encompasses a wide range of responsibilities aimed at delivering exceptional customer service and ensuring the smooth operation of the store. This position requires a deep understanding of the store's business, including areas such as print, signs & graphics, and shipping. The Lead Consultant is expected to consistently provide a positive customer experience by taking customer orders, coordinating store activities, and offering pricing information. They will recommend appropriate FedEx Office products and services, produce complex orders, and operate 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 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, performing consultative selling, and tracking and logging all production jobs. The Lead Consultant will also take lead responsibility for digital imaging, scheduling, and running production orders, including finishing services and large job management. Quality assurance during and after the production process is critical, as is ensuring 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 operating the Point of Sale terminal (POS), handling financial transactions, and completing required financial paperwork. Secondary responsibilities include coordinating all shipping-related services and activities, providing customer service by determining appropriate shipping methods, and maintaining inventory of shipping supplies. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality service to customers.

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
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? All other duties as needed or required

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

Nice-to-haves

Benefits
? Health insurance
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? Vision insurance
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? Dental insurance
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? Retirement plan
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? Tuition reimbursement

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