Job description
The Center Associate delivers world-class customer service to all retail customers by receiving and processing packages for courier shipment and operating copiers, fax machines, binding equipment, laminating machines, and point-of-sale devices. The Associate expertly advises our valued customers by providing accurate information on our array of products, services, and best-value options and exhibits confidence by knowing best practices related to the industry.
The ideal candidate has previous retail sales experience, strong computer and internet skills, a high school diploma or GED, a friendly and genuinely helpful demeanor, and a professional appearance. He or she must be a fast learner who makes an effort to learn all aspects of the business in the shortest possible time.
MISSION STATEMENT
The mission of this The UPS Store is to develop a devoted, unified, well trained group so that when working together, we are able to achieve exceptional customer service while continuing to exhibit a willingness to grow and learn more about our products and services. This team must be focused on service to the customers’, immediate and future needs; while being dedicated to growing personally and professionally. Our vision must be to become an industry leader by offering the latest products and services with superior support and principles beyond reproach.
POSITION DUTIES AND RESPONSIBILITIES
Engage Customers with eye contact and a positive greeting within 5 seconds.
Ask open ended questions (start a question with what, why or how) in order to learn more about the customer’s needs so that you can better serve them and communicate our products and services to them.
Always wear your name badge and appropriate UPS Store attire when working behind the counter.
Only assist customers during your normal work hours and not while on lunch break or off the clock.
In order to maintain a professional atmosphere, chewing gum is not allowed during work hours, and eating, drinking and cell phone use should be confined to the back room.
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Point of Sale System:
Record all sales transactions on POS and accurately process cash, money order, check and credit card transactions.
Properly print all reports as requested by management.
Multi Function Printers:
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Properly process and charge for
Single sided copy
Double sided copy
Multiple Single sided to double sided
Multiple double sided to single sided
Grouping
Sorting
Loading correct paper into respective tray correctly
Stapling
Hole punching
Scanning for email or portable drive
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Finishing
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Properly process and charge
Comb Binding
Coil Binding
Saddle Stitch
Laminating
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Fax machine
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Properly process and charge
Local fax
Long Distance fax
International fax
Communicate details from confirmation page
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Mailboxes
Sort and distribute mail into PMB for mailbox customers, according to Federal, State, company and Franchise Guidelines.
Return all mail that is undeliverable or to an inactive PMB according to Federal, State, company and Franchise Guidelines.
Quarterly provide a report to USPS regarding PMB customers.
Properly record and charge for mail forwarding services, for current PMB holders or those that have canceled
Properly obtain and maintain PMB records according to Federal, State, company and Franchise Guidelines.
Receive and record packages for mailbox/CRS customers within 2 hours of delivery unless workload does not permit
Retrieve and distribute packages for mailbox/CRS customers
Replace locks on boxes as needed
Process all “go back” mail daily
Prepare Welcome Kits composed of general information about our products and services
Process new Mailbox customers as needed providing them with a Welcome Kit to educate about other products and services
Packing
Understand box sizes used and how to manipulate box to meet the need
Understand how to charge for all boxes and related services
Correctly pack items needing to be shipped according to UPS and USPS guidelines
Customer Manifest System
Track packages and communicate delays internally and externally
Enter drop off packages and provide receipts
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Ship domestic packages through UPS in CMS system
Understand Declared Value (not insurance)
Understand email communication (value add)
Understand accountability with signature required option (value add)
Understand and communicate Pack and Ship Promise (value add)
Process End of Day Reports
Ship domestic packages through USPS in CMS system
Understand lack of guarantee with Postal products
Understand limitations of Delivery Confirmation compared to tracking#
Understand “If it fits, it ships”
Understand limitations of Express Mail
Process End of Day and Accountable Mail Reporting
Correctly price and process First Class items for USPS
Postcards
Letter
Flats
Parcels
Other services (delivery confirmation, signature required, insurance, certified)
Properly record all First class Accountable Mail manually
Retail Items
Understand Retail items, their uses, limitations and prices
Understand upsell and cross sell opportunities
Properly process sales of Retail items
Other Services
Proactively handle customer complaints and assist customers with questions and problems until resolved. If a problem or customer is too challenging, refer them to a Retail Associate II or Center Manager.
Assist in merchandising the store, including but not limited to stocking shelves with product, ensuring a clean and orderly appearance of product, informing appropriate personnel of inventory levels for reordering, being informed of product specifics
Consistently discuss with customers print products with a focus to up sell and cross sell
Within 30 days of hire, obtain all needed documentation to become a notary public
Check emails regularly and properly process emails that need attention. If unsure about how to address the information in the email, then communicate the item to Retail Associate II or designee.
Tracking of shipments daily and addressing delivery related issues. If unsure about how to address the issue, then communicate the details to Retail Sales Associate II. If the item is delivered, but late; then process Guaranteed Service Refund. If unsure about how to address the issue, then communicate the details to Retail Sales Associate II.
Properly process and file all Corporate Retail Solutions transactions
Properly produce, process and record Online Printing transactions
Properly process and file all charges for House Accounts
Perform opening/closing duties as assigned
Other duties as assigned
QUALIFICATIONS
- High school diploma or GED required
- Strong computer skills, including Microsoft Office and Adobe Suites
- Outstanding phone skills
- Strong verbal and written communication skills, including spelling and math
- Prompt, reliable, and responsible
- Able to lift 40+ pounds
- Ability and willingness to multi task
- Focused commitment to customer service
- Natural organizational and interpersonal skills.
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