Lead Retail Customer Service Associate

Lead Consultant

The Lead Consultant is knowledgeable in all areas of the Store\'s business, including print, signs & graphics, and shipping, and consistently delivers a positive customer experience to all customers. The Lead Consultant\'s time will be spent taking customer orders; coordinating store activities; providing pricing information; recommending the appropriate FedEx Office products and services; producing complex orders; operating equipment that requires advanced operational knowledge and expertise; managing, monitoring and facilitating all production processes. The Lead Consultant performs their duties utilizing consultative skills to anticipate needs, suggest alternatives and provide solutions to colleagues and customers. With leadership direction, the Lead Consultant may provide direction to the Consultant and solve escalated customer issues.

General Duties and Responsibilities:

• Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers
• Manages production flow to ensure all production orders are done right and on time
• Takes customer orders, giving pricing information, performs consultative selling to customers, and recommends FedEx Office products and services
• Tracks and logs all production jobs
• Takes lead responsibility for digital imaging, scheduling and running black and white or color production on full service orders, including finishing services and large job management
• Sets up complex orders and performs multiple tasks at the same time
• Responsible for ensuring quality during and after production process
• Ensures communication among shifts
• Coordinates pick-up and delivery of customer orders
• May provide leadership to team members on an assigned shift
• Assists in the training of store team members
• Collates, sorts and organizes customer orders
• Operates the Point of Sale terminal (POS), handles financial transactions and makes change
• Completes required financial paperwork and may assist with financial reporting