Lead Retail Customer Service Associate

Federal Express Corporation•Nashville, TN

About The Position

The Lead Consultant is knowledgeable across all areas of the store’s business, including print, signs and graphics, and shipping, and consistently delivers a positive customer experience. The role involves taking customer orders, coordinating store activities, providing pricing information, recommending FedEx Office products and services, producing complex orders, operating equipment requiring advanced knowledge, and managing and monitoring production processes. The Lead Consultant uses consultative skills to anticipate needs, suggest alternatives, and provide solutions to customers and colleagues. With leadership direction, the Lead Consultant may direct Consultants and resolve escalated customer issues. The position also supports shipping services and activities, including advising customers about shipping options, packaging goods, preparing parcels, and maintaining shipping-supply inventory. The role follows FedEx Office procedures and applicable legal, HR, safety, and security policies. It contributes to quality initiatives, suggests process improvements, and works with management to reduce costs and waste and optimize profitability.

Requirements

High school diploma or equivalent education.
At least 2 years of specialized experience.
Excellent verbal and written communication skills.
Ability to stand throughout the shift, excluding meal and rest periods.
Ability to move and lift 55 pounds.
Ability to bend and twist at the waist and knees consistently.
Ability to communicate effectively with customers, vendors, and team members consistently.
Ability to perform work activities requiring cooperation and instruction consistently.
Ability to function in a fast-paced environment under substantial pressure consistently.
Ability to maintain attention and concentration for extended periods consistently.
Ability to work with minimal supervision consistently.
Ability to report to work regularly and maintain established business hours; regular attendance may require attendance at a physical location depending on the position’s scope and nature.

Responsibilities

Demonstrate consultative behaviors and provide friendly, polite, expert service to customers.
Manage production flow to ensure production orders are completed accurately and on time.
Take customer orders, provide pricing information, recommend products and services, and track and log production jobs.
Lead digital imaging, scheduling, and production of black-and-white or color full-service orders, including finishing services and large-job management.
Set up complex orders and perform multiple tasks simultaneously.
Ensure quality during and after production.
Maintain communication among shifts.
Coordinate customer order pickup and delivery.
May provide leadership to team members on an assigned shift.
Assist in training store team members.
Collate, sort, and organize customer orders.
Operate the Point of Sale terminal, handle financial transactions, and make change.
Complete required financial paperwork and may assist with daily sales reporting, close-outs, and bank deposits.
Follow supervisors’ instructions and assist other team members with store functions.
Follow FedEx Office standard operating procedures and legal, HR, safety, and security policies and procedures.
Coordinate shipping-related services and activities as a secondary responsibility.
Determine appropriate shipping methods and inform customers about company products, services, routes, and rates.
Provide packaging services and information about company products and services.
Suggest suitable shipping methods and maintain shipping-supply inventory.
Prepare goods for shipping by wrapping items in insulation, placing them in containers, weighing packages, and affixing labels.
Perform other duties as needed or required.
Suggest internal process improvements and possible solutions.
Work with management to reduce costs and waste and optimize profitability in areas of responsibility.
Apply quality concepts from training and support FedEx Office Quality initiatives.