Lead Retail Customer Service Associate

Lead Retail Customer Service Associate

Fed Ex Office is seeking a Lead Retail Customer Service Associate to provide outstanding customer service and operational excellence across all store services, including print, signs & graphics, and shipping.

The Lead Consultant is knowledgeable in all aspects of the store's business. The role focuses on taking customer orders, coordinating store activities, providing pricing information, recommending products and services, operating equipment, and managing production processes. The Lead Consultant delivers consultative service, anticipates customer needs, proposes alternatives, and solves escalated issues while ensuring a positive customer experience. Leadership direction may involve guiding the Consultant and other team members.

• Demonstrate consultative behaviors to ensure friendly, polite, expert service is delivered to all customers.
• Manage production flow to ensure all production orders are done right and on time.
• Takes customer orders, gives pricing information, performs consultative selling, recommends Fed Ex Office products and services, tracks 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.
• Responsible for ensuring quality during and after the production process.
• Ensures communication among shifts.
• Coordinates pickup and delivery of customer orders.
• May provide leadership to team members on an assigned shift.
• Assists in training store team members.
• Collates, sorts and organizes customer orders.
• Operates the POS terminal, 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 in performing store functions.
• Follows Fed Ex Office standard operating procedures, and adheres to legal, HR, safety and security policies.
• Secondary responsibility for coordinating all shipping‑related services and activities, including:
• Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates.
• Ensures quality customer service is given to customers by providing packaging services, and offering information about company products and services.
• Offers assistance to customers by suggesting appropriate shipping methods and maintaining inventory of shipping supplies.
• Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels.
• All other duties as needed or required.

• High school diploma or equivalent education.
• 2+ years of specialized experience.
• Excellent verbal and written communication skills.
• For new hires: meet all Fed Ex Office employment qualifications in force at time of hiring.
• For current Fed Ex Office team members: meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook.

• 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 to support the Fed Ex Office business; regular attendance could include physical presence and/or maintaining business hours depending on position scope.

Experience with advanced printing technology, shipping logistics, and customer service leadership.

Pay: $19.15 – $22.52 per hour.

Fed Ex Office is an Equal Opportunity Employer, including Vets/Disability. We provide reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. For more information, please email  Fed Ex Office considers successful applicant candidates, including those with criminal histories, in accordance with applicable state and local laws and fair chance hiring ordinances.