Center Lead Consultant
FedEx Office 1,074 reviews - Tukwila, WA

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The Lead Consultant is knowledgeable in all areas of the Center’s business, including print, signs & graphics, and shipping, and consistently delivers a positive customer experience to all customers. Approximately 75% of the Lead Consultant’s time will be spent producing complex orders and operating equipment that requires advanced operational knowledge and expertise; managing, monitoring and facilitating all production processes. Approximately 25% of the Lead’s time will be spent taking customer orders; coordinating center activities; providing pricing information; and recommending the appropriate FedEx Office products and services. 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. This position is designed to support centers with larger volumes, classified as Tier I and Tier II centers.

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

Follows instructions of supervisors and assists other team members in performing center functions
Under the direction and supervision of the Assistant or Center Manager, may provide direction to Consultants on an assigned shift
Assists in the training of center team members
Ensures communication among shifts
Demonstrates consultative behaviors to understand each customer’s individualized need
Takes lead responsibility for digital imaging, scheduling and running print production on full service orders, including finishing services and large job management
Manages production flow to ensure all production orders are completed accurately and on time
Takes and sets up complex orders using order systems and can provide accurate pricing information
Provides customers expertise in printing, signs and graphics and shipping product lines and can recommend appropriate FedEx Office products and services
Provides an outstanding customer experience by using consultative skills to anticipate customer needs, suggest alternatives, and find solutions to meet customer needs
Provides customer assistance on escalated issues, and seeks advice from management to resolve issues in a timely manner
Coordinates pick-up and delivery of customer orders and supplies
Ensures confidentiality of customer data and careful handling of documents, media, and packages
Takes preemptive action to prevent errors and waste
Processes financial transactions using a Point of Sale terminal (POS), including handling cash and making change
Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits
Follows FedEx Office standard operating procedures as well as legal, HR, safety and security policies and procedures
Self Management
Manages multiple and changing priorities within the Center
Tracks and logs all production jobs
Inspects all deliverables to ensure quality during and after production process
Able to operate with minimal supervision
All other duties as needed or required

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, including successful passing of background check
For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

Ability to stand during entire shift, excluding meal and rest periods
Ability to move and lift 55 pounds
Ability, on a consistent basis, to utilize point of sale, computer and print/job production equipment
Ability, on a consistent basis, to troubleshoot and multi-task on customer-related issues
Ability, on a consistent basis, to bend/twist at the waist and knees
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 function in a fast-paced environment, under substantial pressure
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

(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, to optimize profitability in areas of responsibility
Applies Quality concepts presented at training during daily activitiesSupports FedEx Office Quality initiatives
Supports FedEx Office Quality initiatives

About this company
1,074 reviews
FedEx Office (formerly FedEx Kinko's) is the world's leading provider of document solutions and business services. The Plano-based company...