Onsite Lead Consultant

POSITION SUMMARY:

The Onsite Lead Consultant is knowledgeable in all areas of the onsite’ s business and required to perform all functions of the Onsite Consultant in a variety of environments including production, mailroom, shipping and/or retail services based on the customer business need. The Onsite Lead Consultant may be customer facing and therefore must consistently deliver a positive customer experience, provide pricing information and recommend appropriate Fed Ex Office products and services.

The Onsite Lead Consultant may be production focused which will include producing complex orders and operating equipment that requires advanced operational knowledge and expertise. The Onsite Lead Consultant is responsible for providing the team clear direction and training and will assist the Fed Ex Office leadership team, in managing, monitoring, and facilitating processes in all work streams.

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

• Follows Fed Ex Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
• Follow instructions of supervisors and assist other team members in performing onsite functions
• Meet the onsite guidelines and policies (safety training, background check and any other requirements)
• Keep and maintain the working premises neat and free from clutter, maximizing safety and efficiency
• Maintain high levels of customer service and use sound judgment to resolve customer service issues
• Provide customer service, supporting consultants with solutions, including problem solving, to satisfy those needs with a minimum amount of supervision and elevate customer issues to supervisor for visibility and support
• Perform multiple tasks at the same time
• Assist in the training of onsite team members
• Ensures confidentiality of customer data and careful handling of documents, media, and packages
• Perform administrative duties, including ordering supplies and inventory controls
• Collaborate with office and print locations as needed to produce customer work, deliver on customer needs
• May provide leadership to team members on an assigned shift
• If applicable to the onsite location, ensure cross shift communication is in place and followed

• Takes lead responsibility for production and scheduling including finishing services and large job management
• Produce complex orders, prioritize production, perform quality checks and coordinate pick-ups and deliveries
• Operate Digital and Signs & Graphics printers, binding and other auxiliary equipment
• Monitors production flow to ensure all production orders are done right and on time
• Responsible for ensuring quality during and after production process
• Perform all phases of equipment set-up, operation and routine maintenance
• Produce work in accordance with LEAN manufacturing principles to enable Done Right On Time quality results

• Takes lead responsibility for critical onsite shipping and mailroom activity such as route management, carrier coordination, unknown recipient research and custom onsite requests
• Primary responsibility for coordination of all mail and shipping related services and activities
• Pick-up and deliver customer packages and mail throughout the onsite
• Assemble packages and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages and affixing labels to parcels
• Operate and maintain an automatic mail processing machine (mail meter) for outbound mail
• Provide customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Sort and prepare packages and mail for pickup or delivery to the designated mail stops
• Utilize a tracking system to properly log the receipt and release of packages
• Utilize pallet jacks and other large package handling equipment
• Employ investigative research for packages and mail with unknown recipients

• Takes lead responsibility for complex consultation, large project/program bids and negotiating turn times
• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
• Provides customer expertise in printing, signs and graphics and shipping product lines and can recommend appropriate Fed Ex Office products and services
• Provides an outstanding customer service experience by using consultative skills to…