Position Summary:
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.
Key Responsibilities:
- Secondary responsibility for coordination of all shipping related services and activities, to include:
- Takes customer orders, giving pricing information, performs consultative selling to customers, and recommends FedEx Office products and services tracks and logs all production jobs
- Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers
- Sets up complex orders and performs multiple tasks at the same time
- May provide leadership to team members on an assigned shift
- Ensures communication among shifts
- Operates the Point of Sale terminal (POS), handles financial transactions and makes change
- Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
- Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
- Coordinates pick-up and delivery of customer orders
- 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
- Manages production flow to ensure all production orders are done right and on time
- Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits
- Responsible for ensuring quality during and after production process
- Assists in the training of store team members
- Collates, sorts and organizes customer orders
- Follows instructions of supervisors and assists other team members in performing store functions
Required Education & Experience:
- Ability, on a consistent basis, to work with minimal supervision
- Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
- 2+ years of specialized experience
- Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
- For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
- Excellent verbal and written communication skills
- Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
- Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
- Ability, on a consistent basis, to bend/twist at the waist and knees
- Ability to move and lift 55 pounds
- Ability to stand during entire shift, excluding meal and rest periods
- High school diploma or equivalent education