Lead Retail Customer Service Associate

Fedex Ground; Pine Island (FL); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Lead Consultant who excels in customer service and operational management. The role involves taking orders, managing production, and ensuring quality service delivery. Ideal candidates will have strong communication skills and experience in a fast-paced environment. This position requires the ability to lift up to 55 pounds and work effectively under pressure.

Qualifications

• 2+ years of specialized experience.
• Excellent verbal and written communication skills.

Responsibilities

• Takes customer orders and gives pricing information.
• Leads digital imaging and manages production flow.
• Coordinates pick-up and delivery of customer orders.

Skills

Communication

Customer Service

Education

High school diploma or equivalent

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 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, gives pricing information, performs consultative selling to customers, and recommends FedEx Office products and services; tracks and logs all production jobs.
• Leads digital imaging, scheduling, and runs 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 simultaneously.
• Ensures quality during and after the 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 training store team members.
• Organizes customer orders.
• Operates the Point of Sale (POS) terminal, handles financial transactions, and makes change.
• Completes financial paperwork and may assist with financial reporting, including daily sales, close-outs, and bank deposits.
• Follows supervisor instructions and assists other team members in store functions.
• Adheres to FedEx Office standard operating procedures and complies with legal, HR, safety, and security policies.
• Coordinates shipping services, provides customer shipping advice, maintains inventory of shipping supplies, and prepares parcels for shipping.
• Performs other duties as required.

MINIMUM QUALIFICATIONS AND REQUIREMENTS :

• High school diploma or equivalent.
• 2+ years of specialized experience.
• Excellent verbal and written communication skills.
• Meets all FedEx Office employment qualifications at hire or transfer.

ESSENTIAL FUNCTIONS :

• Ability to stand during entire shift, excluding breaks.
• Ability to lift up to 55 pounds.
• Ability to bend/twist at waist and knees.
• Effective communication with customers, vendors, and team members.
• Ability to cooperate and follow instructions.
• Work effectively in a fast-paced, high-pressure environment.
• Maintain attention and concentration for extended periods.
• Work with minimal supervision.
• Regularly report to work and support business hours.

Preferred Qualifications and additional company policies are also included but have been omitted here for brevity.