FedEx Office Customer Service Representative in Plano, Texas

Job Number 1929499BR

Job Title Customer Service Representative

Employment Type Regular Full-Time

Job Category Accounting/Finance

Shift Daytime

Region 000 : Corporate

Address Line 1 7900 Legacy Drive

City Plano

State Texas

Zip Code 75024

Position Summary The National Bid Center Representative I provides customer service in printing/copying bid proposals, follow up, and project consultation including up-selling. The Representative provides accurate and timely support relating to project estimate/bidding for both customers and FedEx Kinko's Office and Print Services centers.

Monday - Friday 8:30AM - 5PM

General Duties and 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)

• Provide customer follow up and ask for customer business using applicable tools and established processes

• Contribute to customer experience by providing project consultation which includes up-selling, offering various options, and ensuring the customer’s budget requirements are satisfied

• Maintain various goals and service levels, such as, close rates, call statistics, and follow up times

• Provide outstanding customer service via phone to both FedEx Office customers and team members

• Enter all pertinent data into customer relationship management software program, and Order To Pay software program

• Input pertinent information into customer databases

• Assist with mentoring new team members

• Build and maintain excellent working relationships with field team members in supported region by providing communication and assistance specific to bidding processes

• Attend training or perform various functions in retail Office and Print Centers for ongoing training of new products and procedures

• All other duties as needed or required

Minimum Qualifications and Requirements • High School Diploma or equivalent education

• 2+ years of retail or customer service experience

• 2+ years sales experience preferred

• Proficient in Microsoft desktop applications

• Experience with Adobe, MS Publisher or other desktop publishing software preferred

• High level of organizational skills

• Experience providing complex customer solutions in a sales or retail environment preferred

• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring

• 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 travel as required in order to meet with customers, vendors, other team members, and/or other business necessities

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

• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members

• 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 work within the appropriate level of independence

• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

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

EEO Statement FedEx Office is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, creed, age, sex, gender, physical or mental disability, sexual orientation, gender identity, gender expression, ancestry, pregnancy, perceived pregnancy, medical condition, marital status, familial status, color, religion, uniformed service, veteran status, national origin, genetic information, or any other characteristic protected under local state or federal law.

We are committed to providing a safe and healthy environment for our Team Members and customers. All candidates offered employment are required to meet the FedEx Office employment qualifications applicable at the time of hiring, including a post offer drug screen which must be completed within 2 business days of any conditional offer of employment.

If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at HR.BrassRingHelp@FedEx.com.