Onsite Lead Consultant

POSITION SUMMARY:
The Onsite Lead Consultant is knowledgeable in all areas of the onsite' s business and required to perform all functions of the Onsite Consultant in a variety of environments including production, mailroom, shipping and/or retail services based on the customer business need. The Onsite Lead Consultant may be customer facing and therefore must consistently deliver a positive customer experience, provide pricing information and recommend appropriate FedEx Office products and services. The Onsite Lead Consultant may be production focused which will include producing complex orders and operating equipment that requires advanced operational knowledge and expertise. The Onsite Lead Consultant is responsible for providing the team clear direction and training and will assist the FedEx Office leadership team, in managing, monitoring, and facilitating processes in all work streams.

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)

• Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
• Follow instructions of supervisors and assist other team members in performing onsite functions
• Meet the onsite guidelines and policies (safety training, background check and any other requirements)
• Keep and maintain the working premises neat and free from clutter, maximizing safety and efficiency
• Maintain high levels of customer service and use sound judgment to resolve customer service issues
• Provide customer service, supporting consultants with solutions, including problem solving, to satisfy those needs with a minimum amount of supervision and escalate customer issues to supervisor for visibility and support
• Perform multiple tasks at the same time
• Assist in the training of onsite team members
• Ensures confidentiality of customer data and careful handling of documents, media, and packages
• Perform administrative duties, including ordering supplies and inventory controls
• Collaborate with office and print locations as needed to produce customer work, deliver on customer needs
• May provide leadership to team members on an assigned shift
• If applicable to the onsite location, ensure cross shift communication is in place and followed

Production

• Takes lead responsibility for production and scheduling including finishing services and large job management
• Produce complex orders, prioritize production, perform quality checks and coordinate pick-ups and deliveries
• Operate Digital and Signs & Graphics printers, binding and other auxiliary equipment
• Monitors production flow to ensure all production orders are done right and on time
• Responsible for ensuring quality during and after production process
• Perform all phases of equipment set-up, operation and routine maintenance
• Produce work in accordance with LEAN manufacturing principles to enable Done Right On Time quality results

Shipping & Mailroom

• Takes lead responsibility for critical onsite shipping and mailroom activity such as route management, carrier coordination, unknown recipient research and custom onsite requests
• Primary responsibility for coordination of all mail and shipping related services and activities
• Pick-up and deliver customer packages and mail throughout the onsite
• Assemble packages and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages and affixing labels to parcels
• Operate and maintain an automatic mail processing machine (mail meter) for outbound mail
• Provide customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Sort and prepare packages and mail for pickup or delivery to the designated mail stops
• Utilize a tracking system to properly log the receipt and release of packages
• Utilize pallet jacks and other large package handling equipment
• Employ investigative research for packages and mail with unknown recipients

Retail

• Takes lead responsibility for complex consultation, large project/program bids and negotiating turn times
• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
• Provides customer expertise in printing, signs and graphics and shipping product lines and can recommend appropriate FedEx Office products and services
• Provides an outstanding customer service experience by using consultative skills to anticipate customer needs, suggest alternatives, and find solutions to meet customer needs
• Takes complex customer orders using order systems and provides accurate pricing information
• Manage bid follow up and consult on complex orders
• Utilize knowledge of on-site pricing and contractual obligations
• If applicable to the onsite location, operates the Point of Sale terminal, handles financial transactions and makes change
• 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 skills
• Production or retail environment experience preferred
• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:

• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability, on a consistent basis, 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 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: $17.75 - $20.85

Additional 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 including, Vets/Disability.

• Know Your Rights
• Pay Transparency

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 View email address on click.appcast.io.

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 here to learn about Philadelphia's fair chance hiring law.

For more information, click here.