Customer Solutions Consultant

POSITION SUMMARY

The Customer Solutions Consultant (CSC) is a customer-focused position based in a store or customer location responsible for customer satisfaction by providing responsive service that enhances the delivery of Fed Ex Office (FXO) products and services. The role encompasses extensive interaction with identified customers, over the phone, in-store and out of the store gathering customer data to grow customer spend in the Sales Market.

The CSC works with minimal instruction and supervision and interacts on a daily basis with customers, store managers, team members and vendors accomplishing established business objectives.

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Represent Fed Ex Office (FXO) as the on-site sales and support expert for all print and related needs
• Represent FXO by attending key department meetings, site visits and planning meetings which may include making presentations on FXO’s product and service offerings to decision makers at supported locations
• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to sales supported customer accounts
• Grow revenue at assigned customer locations through customer education of business solutions and product offerings (e.g., Color, Black & White Copy, Signs & Graphics, Holiday and Promotional, etc.)
• Act as FXO’s primary relationship owner for the Sales team within the assigned customer location/ locations. Hold product/service overview presentations with these and other departments/leaders with the customer to ensure (1) each department understands FXO’s products/services and (2) employees act as enthusiastic advocates for FXO within their facility
• Use a consultative selling approach
• Identify and grow existing assigned customer accounts using resources available
• Project hunt for new business within assigned customer location(s)
• Responsible for customer retention/recovery activities
• Manage bid follow up and consult on complex orders
• Implement local marketing programs for identified customer
• Participate in sales blitzes
• Ensure customer satisfaction throughout the entire sales process as defined by the Strategic Account Owner’s Secondary Coverage program documentation
• Drive revenue at assigned stores by making sales calls on nearby facilities to identify and secure new revenue opportunities, delivering capabilities presentations, on-demand support and post-sale follow up and sharing information with other CSCs
• Monitor the quality and timeliness of all customer work ordered and produced to ensure customer satisfaction
• Review strategies, activities and performance to goals weekly with the Supervisor; attend sales calls
• Work under the direction of the Supervisor Solutions Consultants to penetrate client accounts
• Meet or exceed activity standards as established by the Secondary Coverage program
• Maintain accurate customer relationship management (CRM) system data, including daily activities and account updates
• All other duties as needed or required

• High School Diploma or equivalent education
• 2+ years of specialized experience in selling or customer service
• Presents personal professional image
• Reliable transportation to the local market to meet with customers, vendors and/or perform other business necessities
• Proven organizational and planning skills
• Proven skills and aptitude to excel in a customer-focused and results
  -driven environment
• Advanced level of reading, writing and mathematical ability
• Proficient in Microsoft Office tools, including Word, PowerPoint, Outlook and Excel

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a…