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 advanced equipment, managing, monitoring, and facilitating all production processes. The Lead Consultant performs duties using consultative skills to anticipate needs, suggest alternatives, and provide solutions to colleagues and customers. With leadership direction, the Lead Consultant may guide the Consultant and resolve 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 completed correctly and on time. Records 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 simultaneously. Ensures quality during and after production. Communicates among shifts. Coordinates pick‑up and delivery of customer orders. Provides leadership to team members on an assigned shift when appropriate. 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 with store functions. Follows FedEx Office standard operating procedures and adheres to legal, HR, safety, and security policies and procedures. Secondary responsibility for coordinating all shipping‑related services and activities, including: providing customer service for shipping methods; offering packaging services; maintaining inventory of shipping supplies; assembling parcels and preparing goods for shipping. 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. Essential Functions Ability to stand during the entire shift, excluding meal and rest periods. Ability to move and lift 55 pounds. Ability to bend, twist, and relocate at the waist and knees on a consistent basis. Ability to communicate effectively with customers, vendors, and other team members. Ability to perform work activities requiring cooperation and instruction. Ability to function in a fast‑paced environment under substantial pressure. Ability to maintain attention and concentration for extended periods of time. Ability to work with minimal supervision. Ability to report regularly to work and maintain established business hours in order to support the FedEx Office business. Quality Driven Management 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. It 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. Equal Employment Opportunity FedEx Office is an Equal Opportunity Employer including Vets and Disability. It will provide reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. FedEx Office considers all qualified applicants, including those with criminal histories, in compliance with applicable state and local laws. For more information, please consult the appropriate fair‑chance hiring resource for your location. #J-18808-Ljbffr