Lead Retail Customer Service Associate
Company: FedEx Office and Print Services
Location: Redwood City
Posted on: September 25, 2024
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 skillsESSENTIAL
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: This compensation range
is provided as a reasonable estimate of the current starting salary
range for this role across all potential locations. If this
opportunity includes multiple job levels, the salary information
represents the job level minimum and the job level maximum. Actual
starting pay would be determined by experience relative to the job,
market level, pay at the location for this job and other
job-related factors permitted by law. An employee may be eligible
for additional pay, premiums, or bonus potential. The Company
offers eligible employees health, vision and dental insurance,
retirement, and tuition reimbursement.Pay: $21.30 -
$25.05/hrAdditional 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 and prohibits discrimination and
harassment against any employee or applicant on the basis of race,
color, religion, national origin, citizenship, genetic information,
age (except for bona fide occupational qualifications), sex,
pregnancy (including childbirth or a related medical condition),
disability, sexual orientation, gender identity, gender expression,
marital status, military leave or service, status as a disabled
veteran or other covered veteran status, participation in EEO
protected activity, any other status protected by federal, state,
or local law, or association with a person on the basis of one or
more of the foregoing. America's Military Veterans and individuals
with disabilities are strongly encouraged to apply.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
.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. If you are applying in
Philadelphia, PA, you can click to learn about Philadelphia's fair
chance hiring law.For more information, click .
Keywords: FedEx Office and Print Services, Redwood City , Lead Retail Customer Service Associate, Hospitality & Tourism , Redwood City, California
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