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 print services, signage, graphics, and shipping solutions. This role is pivotal in ensuring a consistently positive experience for all customers. The Senior Leader will primarily engage in processing customer orders, orchestrating store functions, providing pricing details, recommending suitable FedEx Office products and services, and managing complex orders while utilizing advanced operational expertise. This position also involves overseeing production processes and employing consultative skills to anticipate customer needs, propose alternatives, and deliver effective solutions. With guidance from leadership, the Senior Leader may direct team members and address escalated customer concerns.

KEY RESPONSIBILITIES:

(This is a representative list of the general responsibilities the position may entail, and is not exhaustive)
  • Exhibits consultative behaviors to guarantee friendly, courteous, and expert service to all customers.
  • Oversees production workflow to ensure timely and accurate completion of all orders.
  • Processes customer orders, provides pricing information, engages in consultative selling, and recommends FedEx Office products and services while tracking production jobs.
  • Takes lead on digital imaging tasks, schedules, and executes production on both black and white and color service orders, including finishing services and large job management.
  • Sets up intricate orders and manages 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 leadership 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 directives of supervisors and supports fellow team members in executing store functions.
  • Follows standard operating procedures and complies with legal, HR, safety, and security policies.
  • Secondary responsibility for managing all shipping-related services and activities, including:
  • Providing customer service by identifying appropriate shipping methods and informing customers about products, services, routes, and rates.
  • Ensuring exceptional customer service by offering packaging solutions and information about available products and services.
  • Assisting customers in selecting suitable shipping methods and maintaining an inventory of shipping supplies.
  • Preparing parcels for shipment by wrapping items, placing them in containers, weighing packages, and affixing shipping labels.
  • Performing any other duties as required.
MINIMUM QUALIFICATIONS:
  • High school diploma or equivalent.
  • 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 work collaboratively and follow instructions.
  • Capacity 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.
  • Consistent attendance and adherence to established business hours to support FedEx Office operations.
PREFERRED QUALIFICATIONS:

COMPENSATION 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 solutions.
  • Collaborates with management to minimize costs and enhance profitability in designated areas.
  • Applies quality principles 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.

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