Lead Retail Customer Service Associate

POSITION SUMMARY:
This team member will have primary responsibilities for sorting and coordinating the inbound/outbound of package and mail activities of the offsite or in-center operations. Volume of parcel or mail duties will vary based upon customer requirements. This team member will be receiving, processing, sorting, staging and delivering all inbound and outbound packages and, in some cases, mail, from the venue/center utilizing an electronic last mile tracking system with limited supervision. This team member will regularly interface with customers of all levels inside the venue or organization and need to meet customer requests and contract requirements. The team member must be proficient with a variety of computer systems and have the ability to meet the physical demands of the position. This team member is required to perform many functions within the location, including all functions performed by Center Consultant team members.

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)

• Primary responsibility for coordination of all mail and shipping related services and activities, include:
• Maintain log of all incoming and outgoing parcels and mail, sort and prepare parcels and mail for pickup or delivery to the designated mail stops
• Utilize the package tracking system and or other proprietary software to properly log the receiving and delivery of parcels and mail
• Operate and maintain an automatic mail processing machine (mail meter) for outbound mail and ensure the postage meter account is adequately funded; able to initiate the process to request for replenishment of funds when necessary
• May pick-up and deliver customer packages and mail throughout the venue/organization
• Assemble parcels and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
• Utilize pallet jacks and other large package handling equipment (where applicable)
• Maintain inventory and proper controls of supplies
• Provide customer service by determining appropriate shipping methods, packaging services and informing customers of company products, services, routes, and rates
• Provide customer service, including anticipating customer needs, suggesting alternatives and problem solving, and is able to satisfy those needs with a minimum amount of supervision
• Keep and maintain the working premises neat and free from clutter, maximizing safety and efficiency, while maintaining an aesthetically pleasing appearance
• Follow all FedEx Office's Standard Operating Procedures including compliance to Safety and Security guidelines
• Set priorities of customer requests
• Maintain high levels of customer service
• Use sound judgment to resolve customer service issues or refunds
• Employ investigative research for miss-labeled packages
• Troubleshoot routine equipment problems
• May provide leadership on assigned shifts and direct work of other team members
• Perform multiple tasks at the same time
• Follows instructions of supervisors and assists other team members in performing center functions
• Collate, sort and organize communications and other forms of information provided by customers and the venue
• Assist in the training of center team members
• Operate the point-of-sale (POS) terminal ensuring package handling fees are collected
• Perform daily close-out procedures on POS
• May assist fellow team members in training and skill development
• Performs administrative duties, including bidding, ordering supplies and inventory control
• May operate photocopy, binding and other business center equipment
• Take customer orders, give pricing information, perform consultative selling to customers, and explain the benefits of digital printing technology to customers
• May pick-up and deliver customer orders
• Follows copying protocol (copyright law, confidentiality, and careful handling of original documents)
• Perform all other duties as needed or requested
• All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• High School Diploma or equivalent education required
• Minimum six months of related experience required (Warehouse and/or Hospitality Experience Preferred)
• Proven strong organization and planning skills
• Action oriented with skills and aptitude to excel in a customer-focused and results-driven environment
• High integrity individuals who present professional image through effective written and verbal communication skills
• Excellent team building and collaborative skills; ability to develop strong customer relationships
• Strong problem solving skills
• Ability to accurately translate and record information into electronic tracking system with 100% accuracy
• Proficiency with computer systems and ability to learn new software applications quickly.
• Ability to pass an OSHA certification for any equipment in center calling for such certification
• Ability to move 75 pounds unassisted
• Ability to maneuver packages of any weight above 75 pounds with appropriate equipment and/or assistance from another person
• Physical stamina to walk up to 10 miles per shift

ESSENTIAL FUNCTIONS:

• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 75 pounds
• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability 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 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:

Pay:

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.

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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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