Customer Service Parcel Specialist

Position Summary

This team member will have primary responsibility for coordinating the inbound/outbound package activities of the in-center parcel management operation. This team member will be receiving, processing, staging and delivering all inbound and outbound packages from the venue/center utilizing an electronic last‑mile tracking system with limited supervision. This team member will regularly interface with all levels inside the venue and event customer’s organizations.

The team member must be proficient with a variety of computer systems and have the ability to meet the physical demands of the position. This team member is required to perform many functions within the center, including all functions performed by Center Consultant team members.

• Primary responsibility for coordination of all shipping related services and activities.
• Maintain log of all incoming and outgoing parcels, prepare parcels for pickup by delivery drivers, and sort incoming parcels.
• Utilize proprietary software and equipment to execute necessary job functions; responsible for mobile equipment assigned on a daily basis (where applicable).
• Pick up and deliver customer packages throughout the hotel facility.
• Provide customer service, including anticipating customer needs, suggesting alternatives, and problem solving with minimal supervision.
• Assemble parcels and prepare goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels.
• Utilize pallet jacks and other large package handling equipment (where applicable).
• Follow all equipment safety and package security guidelines.
• Determine appropriate shipping methods, inform customers of company products, services, routes, and rates.
• Provide high‑quality customer service by offering information about company products and services.
• Suggest appropriate shipping methods and maintain inventory of shipping supplies.
• Set priorities of customer requests.
• Use sound judgement to resolve customer service issues or refunds.
• Employ investigative research for mis‑labeled packages.
• Troubleshoot routine equipment problems.
• May provide leadership on assigned shifts and direct the work of other team members.
• Perform multiple tasks simultaneously and follow instructions from supervisors.
• Collate, sort, and organize communications and other information from customers and the venue.
• Assist in training of center team members.
• Operate the point of sale terminal (POS) ensuring package handling fees are collected; perform daily close‑out procedures on POS.
• May assist team members in goal setting and skill development.
• Perform administrative duties, including bidding, ordering supplies, and inventory control.
• May operate photocopy, binding, and other business center equipment.
• Take customer orders, give pricing information, and perform consultative selling to customers, explaining the benefits of digital printing technology.
• Prepare bank deposit slips.
• Perform all other duties as needed or requested.

• High School Diploma or equivalent education required.
• Minimum six months of related experience required (Warehouse and/or Hospitality Experience Preferred).
• Proven strong organization and planning skills.
• Action oriented with skills and aptitude to excel in a customer‑focused and results‑driven environment.
• High integrity and professional image; effective written and verbal communication skills.
• Excellent team building and collaborative skills; ability to develop strong customer relationships.
• Strong problem‑solving skills.
• Ability to accurately translate and record information into electronic tracking systems with 100% accuracy.
• Proficiency with computer systems and ability to learn new software applications quickly.
• Ability to pass an OSHA certification for any equipment in the center that requires such certification.
• Ability to move 75 pounds unassisted and maneuver packages of any weight above 75 pounds with appropriate equipment or assistance.
• Physical stamina to walk up to 10 miles per shift.
• For new hires, must meet all Fed Ex Office employment qualifications in force at…