Lead Retail Customer Service Associate

Lead Consultant

The Lead Consultant is knowledgeable in all areas of the stores business, including print, signs & graphics, and shipping, and consistently delivers a positive customer experience to all customers. The Lead Consultants 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 the 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 in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels.
• All other duties as needed or required.

Minimum Qualifications and Requirements :

Essential Functions :

Preferred Qualifications :

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. Suggests areas for improvement in internal processes along with possible solutions. 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.

FedEx Office is an Equal Opportunity Employer including, Vets / Disability. Know Your Rights Pay Transparency 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 HR.Recruiting@fedex.com. 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.