Customer Service Coord Lead

Lead Customer Service Coordinator

The Lead Customer Service Coordinator will lead and oversee the print orders from commercial customers destined for production at Retail Stores, Manufacturing Network and outsourced vendors. The position oversees and assists with preparing files, scheduling and routing jobs to the proper production centers using tools and system provided. This position will function as a liaison between HubEx Product Managers, CSR's and Management along with Production Plants and Business Partners.

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)

• Manage the process of in-network won projects, file preparation and order routing to the Manufacturing Network & Network Fulfillment Center
• Lead the collaboration with the Network Improvements, Network Fulfillment & Manufacturing Network for in-network project planning including inventory and capacity within the Manufacturing Network for large/complex order planning
• Lead the collaborate with Product Support Customer Service Reps on in-network projects for proper execution
• Evaluate the efficiency and develop productivity standards for the Customer Service Coordinator / Client Service Support Rep Team utilizing the HubEx App
• Conduct regular quality assurance sessions with Customer Service Coordinators / Client Service Support Rep in order to coach/mentor and provide feedback
• Train and coach Customer Service Coordinators / Client Service Support Rep on processes and systems training to ensure consistency and continuous improvement
• Assist in defining and documenting HubEx processes and procedures
• Supervise Customer Service Coordinators / Client Service Support Rep to maintain throughput and consistent service levels
• Resolve issues escalated by Manufacturing Network and Sales in an expeditious and professional manner; escalate unresolved issues to Customer Service Representative, Product Manager or Management, as appropriate
• Manage and distribute reporting as requested by HubEx management
• Provide backup to the Customer Service Coordinators as necessary
• All other duties as needed or required

Minimum Qualifications And Requirements:

• Bachelor's degree in business administration or equivalent experience
• 7+ years of customer service experience
• 5+ years print production experience preferred
• 2+ years technical experience related to pre-press workflow and image file formats
• Experience with digital file preflight, imposition, and job ticketing tools
• Advanced Microsoft Office skills including Excel and Visio
• Excellent oral and written communication skills
• Experience in Microsoft Office suite preferred
• Advanced Quickbase skills preferred
• Must be willing to work in different shifts, as needed, to cover hours of normal operation

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 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.

FedEx Office is an Equal Opportunity Employer including, Vets/Disability.