Lead Retail Customer Service Associate

FedEx Office and Print Services; Orlando, Coral Springs (FL, FL); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Lead Consultant, where you will be at the forefront of delivering exceptional customer service in a dynamic environment. This role involves managing production processes, coordinating store activities, and providing solutions to meet customer needs. You will lead a team, ensuring timely order completion and maintaining high quality standards. With a commitment to diversity and inclusion, this company values your contributions and offers a supportive workplace. If you thrive in fast-paced settings and have a passion for customer service, this is the perfect opportunity for you.

Qualifications

• At least 2 years of specialized experience in a customer service role.
• Excellent communication skills and ability to multitask.

Responsibilities

• Deliver friendly and expert customer service while managing production flow.
• Lead digital imaging and production of orders, ensuring quality.

Skills

Customer Service

Consultative Selling

Communication Skills

Production Management

Team Leadership

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. 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 to colleagues and customers. With leadership guidance, they may direct 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 using consultative behaviors.
• Manage production flow to ensure timely and accurate completion 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.
• Communicate across shifts and coordinate order pickup and delivery.
• May lead team members on shift and assist in training.
• Organize customer orders and operate POS terminals, handle transactions, and complete financial paperwork.
• Follow store procedures, safety, HR, and security policies.
• Coordinate shipping services, advise customers on shipping options, and manage inventory of supplies.
• Perform other duties as needed.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

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

ESSENTIAL FUNCTIONS:

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

Preferred Qualifications:

Details not specified, but generally include relevant experience and skills.

Additional Information:

FedEx Office emphasizes quality management, cost reduction, and process improvement, supporting its quality initiatives.

FedEx Office is an equal opportunity employer, committed to diversity and inclusion, and provides accommodations for applicants with disabilities.