Lead Retail Customer Service Associate

Job Overview

The Lead Retail Customer Service Associate at Fed Ex Office is a customer‑focused role that delivers a positive experience across print, shipping, and store operations. The Lead Consultant manages production flow, recommends Fed Ex products, and provides consultative service while managing escalated issues and leading shift teams.

• Demonstrates consultative behaviors to ensure friendly, polite, expert service to all customers
• Manages production flow to ensure all production orders are done right and on time
• Takes customer orders with pricing information and consultative selling, recommends products, tracks and logs jobs
• Provides lead responsibility for digital imaging, scheduling, and running black/white or color production on full‑service orders, including finishing services and large job management
• Sets up complex orders and performs multiple tasks simultaneously
• Maintains quality during and after the production process
• Ensures communication among shifts and coordinates pick‑up and delivery of customer orders
• Operates POS terminal, handles financial transactions, makes change, completes required financial paperwork, and assists with daily sales, close‑outs and bank deposits
• Assists in training store team members and follows Fed Ex Office standard operating procedures and legal, HR, safety and security policies
• Coordinates all shipping related services and activities, providing customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates, maintaining inventory of shipping supplies, and assembling parcels for shipping

• High school diploma or equivalent education
• 2+ years 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 on a consistent basis
• Ability to communicate effectively with customers, vendors, and team members on a consistent basis
• Ability to perform work activities requiring cooperation and instruction
• Ability to work 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 on a consistent basis
• Ability to report regularly to work and maintain established business hours in support of the Fed Ex Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

None specified.

Fed Ex Office is an Equal Opportunity Employer including Vets/Disability, and will provide reasonable accommodations to qualified individuals with disabilities. Applicants who require reasonable accommodations should email