Lead Retail Customer Service Associate

FedEx Office and Print Services; Los Angeles, California, Bay Lake (CA, MO, FL); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Lead Consultant who excels in providing exceptional customer service and managing production processes. This role involves taking customer orders, coordinating store activities, and utilizing consultative selling techniques to meet customer needs. As a key team member, you will ensure timely completion of orders while maintaining quality and efficiency. If you thrive in a fast-paced environment and have a passion for helping customers, this is an exciting opportunity to contribute to a dynamic team and enhance the customer experience.

Qualifications

• 2+ years of experience in a customer service role.
• Strong verbal and written communication skills.

Responsibilities

• Deliver expert customer service and manage production flow.
• Coordinate shipping services and operate POS systems.

Skills

Customer Service

Consultative Selling

Communication Skills

Production Management

Education

High School Diploma or Equivalent

Tools

POS Systems

Job description

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. The role involves taking customer orders, coordinating store activities, providing pricing information, recommending FedEx Office products and services, producing complex orders, operating advanced equipment, and managing production processes. The Lead Consultant uses consultative skills to anticipate needs, suggest alternatives, and provide solutions to colleagues and customers. With leadership guidance, they may also direct other team members and resolve escalated customer issues.

GENERAL DUTIES AND RESPONSIBILITIES:

(This list is representative and not exhaustive)

• Deliver friendly, polite, and expert customer service through consultative behaviors.
• Manage production flow to ensure timely and accurate completion of orders.
• Take customer orders, provide pricing, perform consultative selling, and log all production jobs.
• Lead digital imaging, scheduling, and production of black & white or color orders, including finishing and large jobs.
• Set up complex orders and multitask effectively.
• Ensure quality during and after production.
• Maintain communication among shifts.
• Coordinate pick-up and delivery of orders.
• Provide leadership and training to team members as needed.
• Organize customer orders and operate POS systems, handle transactions, and complete financial paperwork.
• Follow operational procedures and policies, including safety and legal standards.
• Coordinate shipping services: advise customers on shipping options, assemble parcels, and manage inventory of supplies.
• Perform other duties as required.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• High school diploma or equivalent.
• At least 2 years of specialized experience.
• Excellent verbal and written communication skills.
• Meet all FedEx Office employment criteria at the time of hiring.

ESSENTIAL FUNCTIONS:

• Stand for entire shift, excluding breaks.
• Lift and move up to 55 pounds.
• Bend and twist at waist and knees regularly.
• Communicate effectively with customers and team members.
• Work cooperatively in a fast-paced, high-pressure environment.
• Maintain focus and concentration for extended periods.
• Work independently with minimal supervision.
• Report to work regularly and support business hours.

Preferred Qualifications:

Additional details on compensation, benefits, and company policies are provided, including salary range ($19.75 - $23.22/hr), commitment to diversity, and information on reasonable accommodations and legal considerations.