Lead Retail Customer Service Associate
FedEx Office, Libertyville, IL, United States
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, and 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.
Benefits Information
Full‑time employees are eligible to enroll in medical, dental, and/or vision coverage and participate in Flexible Spending Accounts (FSA) on date of hire.
Part‑time employees who have completed 91 days of employment and worked a minimum average of 17 hours per week, are eligible to enroll in medical, dental, and/or vision coverage and participate in FSA.
401(k) plan with company match after one year of service; eligibility begins on the first day of the month coincident with or following one month of service.
Educational assistance up to $5,250 per calendar year for tuition and other allowable education expenses. Must be working at FedEx for 90 continuous days to receive reimbursement.
Our generous paid time off program includes holiday pay, bereavement time, and accrual programs for paid vacation and sick time. Employees accrue paid sick time at a rate of one hour for every 30 hours worked, up to 72 hours, unless a higher amount is otherwise required by law.
Vacation accrues based on position, hours worked, and years of service unless otherwise required by law.
2 weeks paid parental leave.
Paid Military Leave (up to 80 hours for full‑time or up to 40 hours for part‑time) during short‑term military leave of 21 days or less.
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, gives pricing information, performs consultative selling, and recommends FedEx Office products and services while tracking and logging 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.
Ensures quality during and after the production process.
Ensures communication among shifts.
Coordinates pick‑up and delivery of customer orders.
Provides 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 and adheres to legal, HR, safety and security policies and procedures.
Coordinates all shipping related services and activities, including determining appropriate shipping methods, informing customers of company products, services, routes and rates, providing packaging services, and assembling parcels.
Maintains inventory of shipping supplies.
Minimum Qualifications and Requirements
High school diploma or equivalent education.
2+ years of specialized experience.
Excellent verbal and written communication skills.
For new hires, must meet all FedEx Office employment qualifications in force at time of hiring.
For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook.
Essential Functions
Ability to stand during entire shift, excluding meal and rest periods.
Ability to move and lift 55 pounds.
Ability to bend, twist at the waist and knees consistently.
Ability to communicate effectively with customers, vendors, and other team members consistently.
Ability to perform work activities requiring cooperation and instruction consistently.
Ability to function in a fast‑paced environment, under substantial pressure consistently.
Ability to maintain attention and concentration for extended periods consistently.
Ability to work with minimal supervision consistently.
Ability to report regularly to work and maintain established business hours to support the FedEx Office business.
Preferred Qualifications
No specific preferred qualifications were listed.
Pay
$19.15 - $22.52/hr
Additional Details
Quality Driven Management strives to deliver a market‑leading customer experience, business excellence, and financial return through a quality‑oriented culture and day‑to‑day application of quality science. The Lead Consultant supports FedEx Office Quality initiatives.
Equal Opportunity
FedEx Office is an Equal Opportunity Employer including Vets/Disability. FedEx Office will provide reasonable accommodations to qualified individuals with disabilities. Applicants who require reasonable accommodations should email HR.Recruiting@fedex.com. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, consistent with applicable laws.
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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, and 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.
Benefits Information
Full‑time employees are eligible to enroll in medical, dental, and/or vision coverage and participate in Flexible Spending Accounts (FSA) on date of hire.
Part‑time employees who have completed 91 days of employment and worked a minimum average of 17 hours per week, are eligible to enroll in medical, dental, and/or vision coverage and participate in FSA.
401(k) plan with company match after one year of service; eligibility begins on the first day of the month coincident with or following one month of service.
Educational assistance up to $5,250 per calendar year for tuition and other allowable education expenses. Must be working at FedEx for 90 continuous days to receive reimbursement.
Our generous paid time off program includes holiday pay, bereavement time, and accrual programs for paid vacation and sick time. Employees accrue paid sick time at a rate of one hour for every 30 hours worked, up to 72 hours, unless a higher amount is otherwise required by law.
Vacation accrues based on position, hours worked, and years of service unless otherwise required by law.
2 weeks paid parental leave.
Paid Military Leave (up to 80 hours for full‑time or up to 40 hours for part‑time) during short‑term military leave of 21 days or less.
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, gives pricing information, performs consultative selling, and recommends FedEx Office products and services while tracking and logging 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.
Ensures quality during and after the production process.
Ensures communication among shifts.
Coordinates pick‑up and delivery of customer orders.
Provides 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 and adheres to legal, HR, safety and security policies and procedures.
Coordinates all shipping related services and activities, including determining appropriate shipping methods, informing customers of company products, services, routes and rates, providing packaging services, and assembling parcels.
Maintains inventory of shipping supplies.
Minimum Qualifications and Requirements
High school diploma or equivalent education.
2+ years of specialized experience.
Excellent verbal and written communication skills.
For new hires, must meet all FedEx Office employment qualifications in force at time of hiring.
For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook.
Essential Functions
Ability to stand during entire shift, excluding meal and rest periods.
Ability to move and lift 55 pounds.
Ability to bend, twist at the waist and knees consistently.
Ability to communicate effectively with customers, vendors, and other team members consistently.
Ability to perform work activities requiring cooperation and instruction consistently.
Ability to function in a fast‑paced environment, under substantial pressure consistently.
Ability to maintain attention and concentration for extended periods consistently.
Ability to work with minimal supervision consistently.
Ability to report regularly to work and maintain established business hours to support the FedEx Office business.
Preferred Qualifications
No specific preferred qualifications were listed.
Pay
$19.15 - $22.52/hr
Additional Details
Quality Driven Management strives to deliver a market‑leading customer experience, business excellence, and financial return through a quality‑oriented culture and day‑to‑day application of quality science. The Lead Consultant supports FedEx Office Quality initiatives.
Equal Opportunity
FedEx Office is an Equal Opportunity Employer including Vets/Disability. FedEx Office will provide reasonable accommodations to qualified individuals with disabilities. Applicants who require reasonable accommodations should email HR.Recruiting@fedex.com. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, consistent with applicable laws.
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