Senior Retail Customer Service Leader

2 weeks ago

Frisco, Texas, United States FedEx Office Full time
POSITION OVERVIEW:

The Senior Retail Customer Service Leader possesses extensive knowledge across all facets of the store's operations, including printing, signage, graphics, and shipping services. This role is pivotal in ensuring an exceptional customer experience for every client. The Senior Leader will engage in processing customer orders, orchestrating store functions, providing pricing details, and recommending suitable FedEx Office products and services. They will also manage intricate orders, operate advanced equipment, and oversee all production workflows. Utilizing consultative skills, the Senior Leader anticipates customer needs, proposes alternatives, and delivers effective solutions to both customers and team members. Under the guidance of leadership, this position may also mentor Consultants and address escalated customer concerns.

KEY RESPONSIBILITIES:

(This is a representative list of the general responsibilities associated with this position and is not exhaustive)
  • Exhibits consultative behaviors to guarantee friendly, courteous, and expert service to all clients.
  • Oversees production processes to ensure timely and accurate completion of all orders.
  • Processes customer orders, provides pricing information, and engages in consultative selling, while tracking all production tasks.
  • Takes charge of digital imaging, scheduling, and executing production tasks, including finishing services and large-scale job management.
  • Manages complex orders and performs multiple tasks concurrently.
  • Ensures quality control throughout the production process.
  • Facilitates communication across shifts.
  • Coordinates the pick-up and delivery of customer orders.
  • May provide guidance to team members during assigned shifts.
  • Assists in training new store personnel.
  • Organizes and sorts customer orders efficiently.
  • Operates the Point of Sale (POS) system, manages financial transactions, and processes payments.
  • Completes necessary financial documentation and may assist with financial reporting, including daily sales and bank deposits.
  • Adheres to the instructions of supervisors and supports fellow team members in store operations.
  • Follows established operating procedures while complying with legal, HR, safety, and security policies.
  • Secondary responsibility for coordinating all shipping-related services and activities, including:
  • Providing customer service by identifying suitable shipping methods and informing clients about company offerings, services, routes, and rates.
  • Ensuring high-quality customer service by offering packaging solutions and information about available products and services.
  • Assisting customers in selecting appropriate shipping options and maintaining an inventory of shipping supplies.
  • Preparing items for shipment by packaging, weighing, and labeling parcels.
  • Performing any additional duties as required.
MINIMUM QUALIFICATIONS:
  • High school diploma or equivalent.
  • At least 2 years of relevant experience.
  • Strong verbal and written communication skills.
ESSENTIAL FUNCTIONS:
  • Ability to stand for the duration of the shift, excluding breaks.
  • Ability to lift and move items weighing up to 55 pounds.
  • Ability to bend and twist consistently.
  • Ability to communicate effectively with customers, vendors, and team members.
  • Ability to collaborate and follow instructions consistently.
  • Ability to thrive in a fast-paced environment under pressure.
  • Ability to maintain focus and attention for extended periods.
  • Ability to work independently with minimal supervision.
  • Ability to maintain regular attendance and adhere to established business hours.
PREFERRED QUALIFICATIONS:

Pay Transparency:

Compensation:

Additional Information:

FedEx Office is committed to delivering exceptional customer experiences and operational excellence through a culture focused on quality.
  • Identifies opportunities for process improvements and proposes actionable solutions.
  • Collaborates with management to minimize costs and enhance profitability in assigned areas.
  • Applies quality principles learned in training to daily responsibilities.
  • Supports FedEx Office's quality initiatives.
FedEx Office is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant based on various protected characteristics.

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