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Senior Retail Customer Service Leader

2 months ago

Wheaton, Minnesota, United States FedEx Office Full time

POSITION OVERVIEW:
The Senior Retail Customer Service Leader possesses comprehensive knowledge across all facets of the store's operations, including printing, signage, graphics, and shipping services. This role is pivotal in ensuring a consistently exceptional customer experience. The Senior Leader's responsibilities encompass managing customer orders, coordinating store functions, providing pricing details, recommending suitable FedEx Office products and services, and overseeing complex order production. This position requires advanced operational expertise and the ability to manage all production workflows effectively.

KEY RESPONSIBILITIES:

(The following is a representative list of duties that may be assigned to this position)

  • Exhibits consultative behaviors to guarantee friendly, knowledgeable service is provided to all customers.
  • Oversees production flow to ensure timely and accurate completion of all orders.
  • Processes customer orders, delivers pricing information, engages in consultative selling, and recommends FedEx Office products and services while tracking all production jobs.
  • Takes charge of digital imaging tasks, schedules, and executes production of both black and white and color orders, including finishing services and managing large jobs.
  • Sets up intricate orders and multitasks efficiently.
  • 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.
  • Operates the Point of Sale (POS) system, manages financial transactions, and provides change.
  • Completes necessary financial documentation and may assist with financial reporting, including daily sales and bank deposits.
  • Adheres to the instructions of supervisors and supports team members in store operations.
  • Follows FedEx Office standard operating procedures while complying with legal, HR, safety, and security policies.
  • Assumes secondary responsibility for coordinating all shipping-related services and activities, which includes:
  • Providing customer service by identifying suitable shipping methods and informing customers about company products, services, routes, and rates.
  • Ensuring high-quality customer service by offering packaging services and information about company offerings.
  • Assisting customers in selecting appropriate shipping methods and maintaining inventory of shipping supplies.
  • Preparing goods for shipment by assembling parcels, weighing packages, and affixing labels.
  • Performing any other 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.
  • Capability to lift and move up to 55 pounds.
  • Consistent ability to bend and twist at the waist and knees.
  • Effective communication skills with customers, vendors, and team members.
  • Ability to collaborate and follow instructions in a team environment.
  • Capacity to work in a fast-paced setting under pressure.
  • Ability to maintain focus and attention for extended periods.
  • Ability to work independently with minimal supervision.
  • Regular attendance and adherence to established business hours are required to support the FedEx Office operations.
PREFERRED QUALIFICATIONS:

COMPENSATION TRANSPARENCY: The salary range provided reflects a reasonable estimate of the starting pay for this role across various locations. If this position includes multiple levels, the salary information indicates the minimum and maximum for the respective job level. Actual starting pay will be determined based on experience, market conditions, and other job-related factors as permitted by law. Eligible employees may receive additional pay, bonuses, or other incentives. The Company offers health, vision, and dental insurance, retirement plans, and tuition reimbursement to eligible employees.

ADDITIONAL INFORMATION:

Quality Driven Management is committed to delivering exceptional customer experiences, operational excellence, and financial performance through a culture focused on quality and the application of quality principles in daily operations.
  • Identifies opportunities for improvement in internal processes and proposes solutions.
  • Collaborates with management to minimize costs and enhance profitability in areas of responsibility.
  • Applies quality concepts learned in training to daily tasks.
  • 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. Individuals with military backgrounds and disabilities are strongly encouraged to apply.