Overview:This position will be based in the hub, pre-approved Stand Alones and spokes; and will be responsible for providing customer service support and customer care for the entire district.

The Customer Service Specialist (CSS) is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the delivery of FedEx Office products and services. The role encompasses extensive interaction with customers, over the phone, in-center, and out of the center gathering order data, bidding, order processing and order management.

The CSS works with minimal instruction and supervision and interacts on a daily basis with customers, center managers, team members and vendors accomplishing established business objectives.

Responsibilities:This is a representative list of the general duties the Customer Service Specialist may be asked to perform and is not intended to be all-inclusive

Customer Service/Retention Activities (Related to Customer Call Backs)

* Maintains and regularly updates customer data base

* Post sales activities and phone call follow-ups from OTP call back report

* Identifies new customers using resources available

* Customer retention / recovery activities

* Outreach selling to the local marketLocal Center Activities and Product Promotion

* Job bidding and bid follow-up (in conjunction with bid centers where appropriate) for the cluster

* Maintains bidding database

* Consultative selling (to include up-selling)

* Takes complex job orders

* Responsible for driving product revenue (e.g., Direct Mail, Color and B&W Copy, Holiday and Promotional)In-Center Marketing

* Implements Local Marketing Programs for cluster/center, when appropriate

* Implement Guerilla marketing techniques for national programs, when appropriate

* Customer mailings and follow-up

* Customer follow-up for national product initiatives

* Ensure centers within clusters execute on merchandising standardsCompact Car/Customer Blitz Support

* Participates in sales blitzes for new compact car openings

* Participates in local area customer sales blitzes

Qualifications:

* High School Diploma or equivalent, plus two to four years of specialized experience required

* Presents personal professional image

* Demonstrated effective written and verbal communication skills

* Proven strong organization and planning skills

* Proven skills and aptitude to excel in a customer-focused and results -driven environment

* Demonstrated business math skills

* Demonstrated basic computer skills

* Reliable transportation to the local marketMINIMUM ATTRIBUTES REQUIRED TO PERFORM THE ESSENTIAL FUNCTIONS OF THE POSITION

* Physical stamina sufficient to stand during entire shift, excluding rest breaks

* Physical stamina sufficient to move and lift 55 pound boxes

* Ability, on a consistent basis, to communicate effectively with team members and customers

* Ability, on a consistent basis, to perform work activities requiring cooperation, instruction, persuasion, or speaking with others

* Ability, on a consistent basis, to maintain attention and concentration for extended periods of time

* Ability, on a consistent basis, to function in a high stress environment, under substantial time pressure

* Ability to perform the General Duties and Responsibilities set forth above in a consistent and efficient mannerTIME ALLOCATION:

* Pre-sale Consultation and Blitzing 55%

* Post-Sale Customer Service 25%

* Bidding/Bid Follow-up 20%SCOPE OF SUPERVISION/AUTHORITY Performs duties with only minimal supervision by the Center Manager or Sales Manager.

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