Lead Retail Customer Service Associate

Lead Consultant

The Lead Consultant is knowledgeable in all areas of the Store's business, including print, signs and 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 :

• 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, giving pricing information, performs consultative selling to customers, and recommends FedEx Office products and services 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 at the same time.
• Responsible for ensuring quality during and after production process.
• Ensures communication among shifts.
• Coordinates pick-up and delivery of customer orders.
• May provide leadership to team members on an assigned shift.
• Assists in the training of store team members.
• 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 other team members in performing store functions.
• 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 :
• Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates.
• Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services.
• Offers assistance to customers by suggesting appropriate shipping methods. Maintains inventory of shipping supplies.
• Assembles parcels and prepares goods for shipping by wrapping items.

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.