Lead Retail Customer Service Associate

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

Benefits Information

FedEx Office benefits are based on position, average hours, length of service, and plan/program requirements. Below is a general description of benefits eligibility and timing for U.S. regular.

• Full-time employees are eligible to enroll in medical, dental, and/or vision coverage and participate in Flexible Spending Accounts (FSA) on date of hire.
• Part-time employees who have completed 91 days of employment and worked a minimum average of 17 hours per week, are eligible to enroll in medical, dental, and/or vision coverage and participate in Flexible Spending Accounts (FSA).

• 401(k) plan with company match after one year of service; eligibility begins on the first day of the month coincident with or following one month of service.
• Educational assistance up to $5,250 per calendar year for tuition and other allowable education expenses. Must be working at FedEx for 90 continuous days to receive reimbursement.
• Our generous paid time off program includes holiday pay, bereavement time, and accrual programs for paid vacation and sick time. The amount of paid time off depends on job classification and length of employment.
  • Employees accrue paid sick time at a rate of one hour for every 30 hours worked, up to 72 hours, unless a higher amount is otherwise required by law.
  • Vacation accrues based on position, hours worked, and years of service unless otherwise required by law. For part-time employees, start accruing after 1 year of service at a rate of 3.34 hours for every 173 hours worked. For full-time employees, start accruing vacation time immediately based on hours worked to accrue approximately one or two weeks of paid vacation in the first year (based on position) and work your way up to more paid vacation time with tenure. Work your way up to more paid vacation time with tenure.
  • 4 premium holidays, 2 non-premium holidays, and 2 floating holidays.
  • 2 weeks paid parental leave.
  • Paid Military Leave (up to 80 hours for full-time or up to 40 hours for part-time) during short-term military leave of 21 days or less)
• Adoption Assistance Program (regular part-time/full-time employees with 12 months continuous service), LTD & STD Disability (regular full-time employees after completing 180 days of active employment), Life Insurance (part-time/full-time employees are eligible for basic and supplemental life insurance and accidental death and dismemberment (AD&D) on date of hire. Life insurance and AD&D are not subject to the minimum hours rule), Commuter (part-time/full-time employees in all locations on date of hire, coverage begins two months after election, can elect anytime in the year), and Voluntary benefits (regular part-time/full-time employees on date of hire).

Eligibility requirements apply and some benefits depend on job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. FedEx employee benefits are governed by formal plan documents and, in the event of any conflict between this communication and the formal plan document, the formal plan document will control. This communication does not alter any terms of the plan or related agreements. FedEx reserves the right to amend or terminate any of its employee benefit, in whole or in part, at any time and for any reason. To the extent applicable, where other federal, state, or local laws impose different or additional requirements, FedEx complies with these requirements.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• High school diploma or equivalent education
• 2+ years of specialized experience
• Excellent verbal and written communication skills

ESSENTIAL 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: $20.60 - $24.19/hr

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.

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