Description

Overview:

This position will be based in pre-approved centers; and will be responsible for providing customer service support for inbound customers. The Center Consultant (CC) is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the delivery of FedEx Office products and services including shipping. The role encompasses extensive interaction with customers, over the phone, in-center, gathering order data, bidding, and order processing. The CC works with minimal instruction and supervision and interacts on a daily basis with customers, center managers, team members, customer service specialists and vendors accomplishing established business objectives.

Responsibilities:

This is a representative list of the general duties the Customer Consultant may be asked to perform on a daily basis and is not intended to be all-inclusive

* Maintains and regularly updates customer data base through “My Tasks”

* Utilizes “OTP Call Back” report and updates database

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

* Maintains bidding database

* Takes complex job orders

* Identifies customers who have shipping needs on a regular basis, generates and activates shipping accounts

* Collaborates with market sales team and customers to promote contracted programs and marketing campaigns to grow revenue with new and existing customers

* Builds rapport with customers using a consultative sales approach

* Sells targeted products using marketing toolkit materials, authorized websites and value propositions

* Works closely with Marketing on ongoing development of tools to maximize program awareness

* Manage customer interactions and information to ensure continuous and effective business relationships

* Meets or exceeds appropriate activity standards

* May provide secondary account coverage for other sales professionals, as required

* Refers orders and/or bids/quotes to appropriate Operations resources

* Refers project management, including outsourcing coordination, to appropriate Operations resources

* May assist in account recovery

* Sells FedEx Office value, by identifying solutions and providing outstanding service

* Interacts with Sales leadership to develop and review sales support strategies for calling on named customer base

Qualifications:

* High School Diploma or equivalent, plus one to three years of specialized experience

* A minimum of 12 months of sales support and/or sales experience OR an equivalent combination of sales support and customer service experience required

* Prefer experience within the document solutions or print offerings industry

* Presents personal professional image and professional approach to all verbal communications

* Demonstrated effective written and verbal communication skills

* Proven strong organization and planning skills

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

* Demonstrated business math skills

* Basic level MS Office computer skills

MINIMUM ATTRIBUTES REQUIRED TO PERFORM THE ESSENTIAL FUNCTIONS OF THE POSITION

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

* Ability, on a consistent basis, to perform work activities requiring cooperation, instruction, persuasion, and/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 fast-paced environment, under substantial time-pressure, and to perform under the demands set by the company for sales performance and profit objectives

* Ability to work without supervision

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

TIME ALLOCATION:

* Pre-sale Consultation 40%

* Post-Sale Customer Service 15%

* Bidding/Bid Follow-up 30%

* Administrative 15%
http://jobs-fedexkinkos.icims.com/jobs/38118/job

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