Sr. Support Consultant
FedEx Office - Tukwila, WA

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The Senior Support Specialist is responsible for providing specialized support to high profile customers to meet contractual obligations. This is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the delivery of FedEx Office products and services. The Senior Support Specialist has extensive interaction with customers, produces complex orders, operates a wide variety of equipment and provides general office services for the client. This Team Member may manage the tracking process, coordinate production, coordinate pick-ups and deliveries and perform final quality-checks. OCS works with minimal instruction and supervision and interacts on a daily basis with customers, center managers, team members and vendors accomplishing established business objectives.

Shifts will vary for these positions between the hours of 6am and 8pm Monday through Friday. Specific shift information will be reviewed during the interview process.

(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
Operate a variety of office equipment including but not limited to multi-functional devices, desktop scanners, distributed plotters, postage meters
Coordinate and process of correspondence (i.e. process incoming/outgoing faces, memorandums, the electronic exchange of data, etc.)
Train, assist and support end users with customer’s software applications including Acrobat, Acrobat Pro, Adobe Design Premium, CS 5 Quark, Freehand MX, PageMaker, Corel, Microsoft Office Products, Quite imposing Pro, Canvas, De Vinci
Day to day office and office administrator support, receive and distribute USPS mail and internal office mail to designated mail stations
Coordinate and facilitate printing and dispatching requirements to and from off-site print center
Produce complex orders, prioritize production, perform quality checks and coordinate pick-ups and deliveries
Maintain and regularly update customer data base and other systems and reports as required
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
Maintain and regularly update customer data base and other systems and reports as required
May take 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
All other duties as needed or required

High School Diploma or equivalent education
3+ years of specialized experience
Excellent verbal and written communication skills
Department-of-Defense certification may be required to secure and maintain position
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 bend/twist at the waist and knees
Ability 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 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 learned from training during daily activities
Supports FedEx Office Quality initiatives

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