Retail Customer Service Associate

Madison, WI, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Equal opportunity employer

Job Description

FedEx Office is a leading provider of retail printing, signs and graphics, and shipping services, known for delivering superior customer experiences and innovative solutions to meet diverse needs. Operating as a dynamic branch of the global FedEx Corporation, the company is dedicated to quality and excellence through a culture that emphasizes continuous improvement and outstanding service. With a widespread presence in multiple locations, FedEx Office combines advanced technology and skilled team members to help customers express their ideas and complete essential tasks efficiently. As a trusted name in the industry, FedEx Office values inclusivity, providing equal opportunities to all individuals and fostering an environment where every team member can thrive and contribute to the company’s success.

The role of Store Consultant at FedEx Office is central to the retail operation, serving as the frontline ambassador for the brand. This full-time position requires a highly customer-focused professional with excellent consultative skills to understand and anticipate client needs, recommend suitable products and services, and resolve issues promptly. The Store Consultant is expected to have comprehensive knowledge of the store’s offerings — including printing, signs and graphics, and shipping solutions — so that they can guide and assist customers effectively. Responsibilities span from taking orders and providing accurate pricing information to managing the production queue, operating diverse equipment, and maintaining overall store organization and cleanliness.

To succeed in this role, candidates should demonstrate strong communication skills, the ability to multitask in a fast-paced environment, and a commitment to delivering exceptional service that aligns with FedEx Office’s quality-driven standards. The position demands physical stamina, for duties include standing during shifts, moving and lifting packages up to 55 pounds, and handling complex customer projects. The Store Consultant also plays a key role in supporting company initiatives related to cost reduction, quality improvement, and operational excellence. Candidates must meet employment qualifications as per FedEx Office policies and are expected to uphold safety, legal, and security standards.

FedEx Office champions professional growth and inclusion, providing team members with training and opportunities to enhance their skills and career paths. They ensure reasonable accommodations for qualified individuals with disabilities and are committed to fair hiring practices irrespective of criminal histories, in accordance with local laws and ordinances. By joining FedEx Office as a Store Consultant, individuals become part of a reputable organization dedicated to innovation, customer satisfaction, and quality management across its operations.

Job Requirements

high school diploma or equivalent education
6+ months of specialized experience
excellent verbal and written communication skills
ability to stand during entire shift excluding meal and rest periods
ability to move and lift 55 pounds
ability to bend and twist at the waist and knees consistently
ability to communicate effectively with customers, vendors, and other team members
ability to perform work activities requiring cooperation and instruction
ability to function in a fast-paced environment under substantial pressure
ability to maintain attention and concentration for extended periods
ability to work with minimal supervision
ability to report regularly to work and maintain established business hours

Job Qualifications

high school diploma or equivalent education
6+ months of specialized experience
excellent verbal and written communication skills
ability to operate printing and binding equipment
familiarity with retail shipping processes
strong customer service orientation
basic financial transaction processing skills
ability to work in a fast-paced retail environment
adherence to company policies and procedures
capability to handle physical job requirements

Job Duties

follows instructions of supervisors and assists other team members in performing store functions
assists in the training of store team members
demonstrates consultative behaviors in a retail environment to understand each customer’s individualized need
provides customer expertise in printing, signs and graphics and shipping product lines and can recommend appropriate FedEx Office products and services
provides an outstanding customer service experience by using consultative skills to anticipate customer needs, suggest alternatives, and find solutions to meet customer needs
ensures all customer problems are resolved quickly and to the satisfaction of the customer
takes complex customer orders using order systems and provides accurate pricing information
assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
sets up and operates printing, binding, and other related equipment using customer supplied original media and documents
maintains a safe, clean and orderly retail Store
ensures confidentiality of customer data and careful handling of documents, media, and packages
processes financial transactions using a Point of Sale terminal (POS), including handling cash and making change
cleans, repairs, and stocks all retail store printing and shipping equipment and supplies to provide optimal performance and availability
stays current on retail Store merchandising materials and ensures proper display of all retail area product and signage
takes preemptive action to prevent errors and waste
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 adhering to legal, HR, safety, customer service and security policies and procedures
performs multiple tasks at the same time
looks for opportunities to improve knowledge and skills within the retail Store
able to operate with minimal supervision
adheres to all FedEx Office team member and retail store standards, as outlined in the team member handbook
all other duties as needed or required