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

• Take orders, coordinate activities in the store, provide pricing and product information, and recommend appropriate FedEx Office products and services.
• Operate and maintain a wide variety of equipment.
• Move boxes and equipment.
• Stock materials.
• Manage the production queue and output.
• Manage complex projects.
• Manage retail supply.
• Complete assigned tasks based on priority.
• Follow instructions of supervisors and assist other team members.
• Assist in the training of store team members.
• Demonstrate consultative behaviors to understand each customer’s individualized need.
• Provide an outstanding customer service experience by using consultative skills.
• Ensure all customer problems are resolved quickly and to the satisfaction of the customer.
• Take complex customer orders using order systems.
• Assemble parcels and prepare goods for shipping by wrapping items, inserting items into shipping containers, weighing packages, and affixing labels.
• Set up and operate printing, binding, and other related equipment.
• Maintain a safe, clean, and orderly retail store.
• Ensure confidentiality of customer data and careful handling of documents, media, and packages.
• Process financial transactions using a Point of Sale (POS) terminal, including handling cash and making change.
• Clean, repair, and stock all retail store printing and shipping equipment and supplies.
• Stay current on retail store merchandising materials and ensure proper display of all retail area product and signage.
• Take preemptive action to prevent errors and waste.
• Complete required financial paperwork and may assist with financial reporting, including daily sales, close-outs, and bank deposits.
• Follow FedEx Office standard operating procedures.
• Adhere to legal, HR, safety, customer service, and security policies and procedures.
• Perform multiple tasks simultaneously.
• Look for opportunities to improve knowledge and skills.
• Operate with minimal supervision.
• Adhere to all FedEx Office team member and retail store standards.

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 to bend/twist at the waist and knees.
• 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.

Qualifications

• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring.
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook.

Additional Details

• Suggests areas for improvement in internal processes along with possible solutions.
• Works with management to reduce company costs/wastes, and to optimize profitability.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.