Lead Retail Customer Service Associate

FedEx Office and Print Services; Murfreesboro (TN); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Lead Consultant to enhance customer experiences in a dynamic retail environment. This role involves managing production processes, delivering exceptional service, and providing leadership to team members. The ideal candidate will leverage their consultative skills to understand customer needs and recommend suitable products and services. You'll be part of a team that values quality management and process improvement, ensuring timely and accurate order fulfillment. If you're passionate about customer service and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• 2+ years of specialized experience in a customer service role.
• Strong communication skills and ability to work under pressure.

Responsibilities

• Deliver expert service and manage production flow for customer orders.
• Lead digital imaging tasks and coordinate shipping services.
• Train staff and ensure quality management during production.

Skills

Customer Service

Communication Skills

Leadership

Multitasking

Quality Control

Education

High School Diploma or Equivalent

Tools

POS Terminals

Job description

POSITION SUMMARY:

The Lead Consultant is knowledgeable in all areas of the Store's business, including print, signs & graphics, and shipping. They consistently deliver a positive customer experience by taking customer orders, coordinating store activities, providing pricing information, recommending products and services, producing complex orders, operating advanced equipment, and managing production processes. They use consultative skills to anticipate needs, suggest alternatives, and provide solutions. With leadership direction, they may guide colleagues and resolve escalated customer issues.

GENERAL DUTIES AND RESPONSIBILITIES:

(This list is representative and not exhaustive)

• Deliver friendly, polite, expert service to customers using consultative behaviors.
• Manage production flow to ensure accuracy and timeliness of orders.
• Take customer orders, provide pricing, and recommend FedEx Office products and services. Track and log all jobs.
• Lead digital imaging tasks, including scheduling and running full service orders, finishing, and large jobs.
• Set up complex orders and multitask effectively.
• Ensure quality during and after production.
• Maintain communication among shifts.
• Coordinate pickup and delivery of orders.
• Provide leadership to team members on shifts as needed.
• Assist in training store staff.
• Organize customer orders efficiently.
• Operate POS terminals, handle transactions, and manage financial paperwork.
• Follow store procedures, safety, legal, and HR policies.
• Coordinate shipping services, advising customers on methods, routes, and rates.
• Assist with packaging and shipping preparation, maintaining inventory of supplies.
• Perform other duties as required.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent.
• At least 2 years of specialized experience.
• Excellent communication skills.
• Meet all employment qualifications at hire or transfer per company policies.

ESSENTIAL FUNCTIONS:

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

Preferred Qualifications:

Details not specified.

Additional Information:

Focus on quality management, process improvement, and supporting company initiatives. FedEx Office is an equal opportunity employer committed to diversity and inclusion. Reasonable accommodations are available for applicants with disabilities. Employment considerations include criminal history assessments in compliance with applicable laws.