Lead Retail Customer Service Associate
Company: FedEx Office
Location: Sterling Heights
Posted on: November 19, 2023
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Job Description:
POSITION SUMMARY:
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.
GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position
may be asked to perform, and is not intended to be
all-inclusive)
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
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:
High school diploma or equivalent education
2+ years of specialized experience
Excellent verbal and written communication skills
For new hires, must meet all FedEx Office employment qualifications
in force at time of hiring
For current FedEx Office team members, must meet hiring criteria
for the position and transfer requirements as outlined in the Team
Member Handbook
ESSENTIAL FUNCTIONS:
Ability to stand during entire shift, excluding meal and rest
periods
Ability to move and lift 55 pounds
Ability, on a consistent basis, to bend/twist at the waist and
knees
Ability, on a consistent basis, to communicate effectively with
customers, vendors, and other team members
Ability, on a consistent basis, to perform work activities
requiring cooperation and instruction
Ability, on a consistent basis, to function in a fast-paced
environment, under substantial pressure
Ability, on a consistent basis, to maintain attention and
concentration for extended periods of time
Ability, on a consistent basis, to work with minimal
supervision
Ability, on a consistent basis, to report regularly to work and
maintain established business hours in order to support the FedEx
Office business; regular attendance and/or reporting could include
regular attendance at a physical location and/or maintaining
established business hours depending on the scope and nature of the
position
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 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.
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. The existence of a criminal record is not an
automatic or absolute bar to employment and a candidate's criminal
record will be considered individually based on factors such as the
relationship between the job sought and the criminal offense, the
timing of the offense, the nature of the offense, and any other
relevant information. If you are applying in Philadelphia, PA, you
can click here
(http://www.phila.gov/HumanRelations/DiscriminationAndEnforcement/Pages/BantheBoxLawAtAGlance.aspx)
to learn about Philadelphia's fair chance hiring law.
For more information, click here.
Keywords: FedEx Office, Sterling Heights , Lead Retail Customer Service Associate, Hospitality & Tourism , Sterling Heights, Michigan
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