Center Customer Service Assoc
FedEx Office - Providence, RI

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Overview :
The Center Customer Service Associate (CSA) delivers friendly, polite, and expert service to all customers. The CSA is required to operate a wide variety of equipment, take customer orders, assist customers, move boxes and equipment, operate computers and computerized equipment, learn advanced computer software applications, perform various administrative functions, follow instructions from supervisors, and communicate effectively with other team members.

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)
Provides friendly, polite, and expert customer service, including anticipating customer needs, suggesting alternatives and problem solving, and is able to satisfy those needs with a minimum amount of supervision
Takes customer orders, gives pricing information, performs consultative selling to customers, and recommends FedEx Office products and services
Sets priorities of customer projects
Follows copying protocol (copyright law, confidentiality, and careful handling of original documents)
Performs multiple tasks at the same time, using automatic equipment capabilities
Troubleshoots routine equipment problems
Collates, sorts and organizes customer orders
Operates photocopy, binding and other auxiliary equipment
Operates the Point of Sale terminal (POS), handles money and makes change
May assist with financial reporting including daily sales, close-outs and bank deposits
May assist in the training of center team members
May log orders in tracking system, perform quality checks, package, store, retrieve, and ring up orders
May prepare bank deposits and purchase orders
May research customer account problems to resolve disputes
May coordinate asset moves with FSO
May maintain filing system
May ensure center has necessary supplies, equipment and inventory
May generate POS reports as needed
Follows instructions of supervisors and assists other team members in performing center functions
Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
Secondary responsibility for coordination of all shipping related services and activities, to include:
Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
Offers assistance to customers by suggesting appropriate shipping method
Maintains inventory of shipping supplies
Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
All other duties as needed or required

Qualifications :
MINIMUM QUALIFICATIONS AND REQUIREMENTS :
High school diploma or equivalent education
Good 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

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, 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 (QDM):
(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

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