Retail Customer Service Associate

About the Role

The Store Consultant consistently delivers a positive customer experience, utilizing consultative skills to anticipate customer needs, suggest alternatives, and provide solutions. This customer service-focused team member is knowledgeable in all areas of the Store's business, including print, signs & graphics, and shipping.

Key Responsibilities

• People:
• Follows instructions of supervisors and assists other team members.
• Assists in the training of store team members.
• Service:
• Demonstrates consultative behaviors in a retail environment to understand each customer’s individualized need.
• 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.
• Ensures all customer problems are resolved quickly and to the satisfaction of the customer.
• Takes complex customer orders using order systems and provides accurate pricing information.
• Assembles parcels and prepares goods for shipping by wrapping items, inserting items into shipping containers, weighing packages, and affixing labels.
• Sets up and operates printing, binding, and other related equipment.
• Maintains a safe, clean, and orderly retail Store.
• Profit:
• Ensures confidentiality of customer data and careful handling of documents, media, and packages.
• Processes financial transactions using a Point of Sale (POS) terminal, including handling cash and making change.
• Cleans, repairs, and stocks all retail store printing and shipping equipment and supplies.
• Stays current on retail Store merchandising materials and ensures proper display of all retail area product and signage.
• Takes preemptive action to prevent errors and waste.
• Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs, and bank deposits.
• Follows FedEx Office standard operating procedures and adheres to legal, HR, safety, customer service, and security policies and procedures.
• Self-Management:
• Performs multiple tasks simultaneously.
• Looks for opportunities to improve knowledge and skills within the retail Store.
• Able to operate with minimal supervision.
• Adheres to all FedEx Office team member and retail store standards.
• Completes assigned tasks based on priority.
• Manages the production queue and output.
• Manages complex projects.
• Manages retail supply.
• Operates and maintains a wide variety of equipment.
• Moves boxes and equipment.
• Stocks materials.

Requirements & Tech Stack

• High school diploma or equivalent education.
• 6+ months of specialized experience.
• Excellent verbal and written communication skills.
• 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.