Lead Retail Customer Service Associate

FedEx - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Couriers and Messengers

About the position

The Lead Retail Customer Service Associate at FedEx Office is responsible for delivering exceptional customer service while managing various store operations, including print, signs & graphics, and shipping. This role involves taking customer orders, coordinating production processes, and providing consultative selling to ensure customer satisfaction. The Lead Associate also plays a key role in training team members and may lead shifts, ensuring quality and timely service delivery.

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 including daily sales, close-outs and bank deposits
• Follows instructions of supervisors and assists other team members in performing store functions
• Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
• Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
• Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
• Offers assistance to customers by suggesting appropriate shipping methods
• Maintains inventory of shipping supplies
• Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels

Requirements

• High school diploma or equivalent education
• 2+ years of specialized experience
• Excellent verbal and written communication skills