Lead Retail Customer Service Associate

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

Job summary

An established industry player is seeking a Lead Consultant who excels in customer service and production management. This role involves overseeing the store's operations, ensuring timely and accurate order fulfillment while providing exceptional service to customers. You'll utilize your consultative skills to anticipate customer needs and suggest solutions, all while leading a team in a fast-paced environment. If you are passionate about delivering quality and have a knack for multitasking, this is an exciting opportunity to make a significant impact in the business.

Qualifications

• 2+ years of specialized experience in a customer-focused environment.
• Strong communication skills and ability to multitask effectively.

Responsibilities

• Deliver expert service and manage production flow for accuracy.
• Lead digital imaging and coordinate shipping services.

Skills

Customer Service

Consultative Selling

Production Management

Communication Skills

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 utilize consultative skills to anticipate needs, suggest alternatives, and provide solutions to colleagues and customers. With leadership direction, they may supervise team members and resolve escalated customer issues.

GENERAL DUTIES AND RESPONSIBILITIES:

This list is representative and not exhaustive:

• Deliver friendly, polite, and expert service to all customers.
• Manage production flow to ensure accuracy and timeliness of orders.
• Take customer orders, provide pricing, perform consultative selling, and track jobs.
• Lead digital imaging, scheduling, and production of full-service 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 to team members on shifts as needed.
• Assist in training store team members.
• Organize customer orders and operate POS terminals, handle transactions.
• Complete financial paperwork and assist with reporting.
• Follow store procedures, safety, and HR policies.
• Coordinate shipping services: determine shipping methods, assist customers, maintain supplies, prepare parcels.
• Perform other duties as required.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• High school diploma or equivalent.
• At least 2 years of specialized experience.
• Excellent communication skills.
• Meet all employment qualifications at hiring; current employees must meet transfer criteria.

ESSENTIAL FUNCTIONS:

• Stand for entire shifts, excluding breaks.
• Lifting up to 55 pounds.
• Bending and twisting as needed.
• Effective communication with customers, vendors, and team members.
• Work cooperatively in a fast-paced environment.
• Maintain focus for extended periods.
• Work independently with minimal supervision.
• Maintain regular attendance and support business hours.

Preferred Qualifications and Additional Details:

FedEx Office emphasizes quality, cost reduction, and process improvement. They are committed to diversity and provide accommodations for applicants with disabilities. They consider criminal histories on a case-by-case basis, in accordance with applicable laws.