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Senior Retail Customer Service Leader

2 months ago

Frisco, Texas, 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 positive experience for all patrons. The Senior Leader will engage in processing customer orders, orchestrating store activities, providing pricing details, and recommending suitable FedEx Office products and services. They will also handle complex orders, operate advanced equipment, and oversee all production workflows. Utilizing consultative skills, the Senior Leader anticipates customer needs, suggests alternatives, and offers solutions to both colleagues and clients. Under leadership guidance, this position may also involve directing team members and resolving escalated customer concerns.

KEY RESPONSIBILITIES:

(This list outlines the primary responsibilities of the role and is not exhaustive)
  • Exhibits consultative behaviors to guarantee friendly, courteous, and expert service to all customers.
  • Oversees production flow to ensure timely and accurate completion of all orders.
  • Processes customer orders, provides pricing information, engages in consultative selling, and recommends appropriate FedEx Office products and services while tracking all production jobs.
  • Takes charge of digital imaging tasks, scheduling, and executing both black and white and color production on full-service orders, including finishing services and managing large jobs.
  • Sets up intricate orders and manages multiple tasks simultaneously.
  • Ensures quality control throughout the production process.
  • Facilitates communication between shifts.
  • Coordinates the pick-up and delivery of customer orders.
  • May provide leadership to team members during assigned shifts.
  • Assists in training new store team members.
  • Organizes and sorts customer orders.
  • 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, close-outs, and bank deposits.
  • Adheres to instructions from supervisors and aids other team members in fulfilling store functions.
  • Follows standard operating procedures while complying with legal, HR, safety, and security policies.
  • Assumes secondary responsibility for coordinating all shipping-related services and activities, including:
  • 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 available products and services.
  • Assisting customers in selecting appropriate shipping methods and maintaining inventory of shipping supplies.
  • Preparing parcels for shipping by wrapping items, placing them in containers, weighing packages, and affixing labels.
  • 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 entire 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.
  • Regular attendance and adherence to established business hours are essential to support operations.
PREFERRED QUALIFICATIONS:

PAY TRANSPARENCY:

COMPENSATION:

ADDITIONAL DETAILS:

FedEx Office is committed to delivering exceptional customer experiences, operational excellence, and financial performance through a culture centered on quality.
  • Identifies opportunities for improvement in internal processes and proposes viable solutions.
  • Collaborates with management to minimize costs and enhance profitability in relevant 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.