Lead Retail Customer Service Associate

FedEx Office; Miami Beach (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

FedEx Office is seeking a Lead Consultant to deliver exceptional customer experiences across print, signs & graphics, and shipping services. You will take orders, provide pricing information, and recommend FedEx Office products to meet customer needs while ensuring quality in production processes.

Under leadership direction, you may guide a team, coordinate store activities, and resolve escalated issues. This role requires strong communication and multitasking abilities in a fast-paced

Qualifications

• High school diploma or equivalent required.
• 2+ years of specialized experience required.
• Excellent verbal and written communication skills required.

Responsibilities

• Takes customer orders, provides pricing, and performs consultative selling of FedEx Office products and services.
• Manages production flow to ensure orders are completed accurately and on time.
• Coordinates store activities and communicates with shifts to maintain smooth operations.
• Oversees digital imaging, finishing services, and large job management.
• Provides leadership on an assigned shift and assists in training team members.

Skills

Verbal communication

Written communication

Education

High school diploma or equivalent

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

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

Preferred Qualifications

Pay Transparency

Pay

Additional Details

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 [e-mail].

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.