Customer Service Associate

Onsite Store Consultant

The Onsite Store Consultant is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the delivery of FedEx Office products and services. The Onsite Store Consultant has extensive interaction with customers, and produces complex orders and operates a wide variety of equipment. This Team Member may manage the tracking process, coordinate production, coordinate pick-ups and deliveries and perform final quality-checks on-site or with other FedEx Office locations or FedEx Office vendors. Onsite Store Consultant works with minimal instruction and supervision and interacts on a daily basis with customers, store managers, team members and vendors accomplishing established business objectives.

General Duties And Responsibilities:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
• Grow revenue through customer education of business solutions and product offerings (e.g., Color, Black & White Copy, Signs & Graphics, Holiday and Promotional)
• May take customer orders, give pricing information in accordance to customer pricing agreements and recommends FedEx Office products and services
• Use a consultative selling approach
• Project hunt for new business on site as appropriate to the onsite location
• Identify and grow new and existing onsite customer accounts using resources available
• Funnel customer program work into the FXO network as appropriate
• Responsible for customer retention/recovery activities
• Manage bid follow up and consult on complex orders
• Implement onsite marketing programs as appropriate (e.g., lunch and learns, student promotions, etc)
• Produce complex orders, prioritize production, perform quality checks and coordinate pick-ups and deliveries
• Maintain and regularly update customer database and other systems and reports as required
• Perform administrative duties, including ordering supplies and inventory controls
• Utilize knowledge of on-site pricing and contractual obligations
• Meet the on-site guidelines (safety training, background check and any other requirements)
• Follow FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
• May assist with financial reporting including daily sales, close-outs and bank deposits
• All other duties as needed or required

Minimum Qualifications And Requirements:

• High School Diploma or equivalent education
• 1+ year of specialized experience
• Excellent verbal and written communication skills

Essential Functions:

• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 55 pounds
• Ability, on a consistent basis, to bend/twist at the waist and knees
• Ability, on a consistent basis, 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 maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to work with minimal supervision
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Preferred Qualifications:

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.

• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.

FedEx Office is an Equal Opportunity Employer including, Vets/Disability.