FedEx Careers

Sr Support Consultant

Roanoke, Virginia

Job Description

Requisition ID: 26086-314549
Job Number: 1937769BR
Employment Type: Regular Full-Time
Job Category: Operations
Shift: Any
Region: 045 : Mid-Atlantic
Address Line 1: 2239 COLONIAL AVE SW
City: Roanoke
State: Virginia
Zip Code: 24015

Position Summary

The Senior Support Consultant is responsible for providing specialized support to high profile customers to meet contractual obligations. This is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the delivery of FedEx Office products and services. The Senior Support Consultant has extensive interaction with customers, produces complex orders, operates a wide variety of equipment and provides general office services for the client. This Team Member may manage the tracking process, coordinate production, coordinate pick-ups and deliveries and perform final quality-checks. The Senior Support Consultant works with minimal instruction and supervision and interacts on a daily basis with customers, center managers, team members and vendors accomplishing established business objectives

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)

  • Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
  • Operate a variety of office equipment including but not limited to multifunctional devices, desktop scanners, distributed plotters, postage meters
  • Coordinate and process of correspondence (i.e. process incoming/outgoing faces, memorandums, the electronic exchange of data, etc.)
  • Train, assist and support end users with customer’s software applications including Acrobat, Acrobat Pro, Adobe Design Premium, CS 5 Quark, Freehand MX, PageMaker, Corel, Microsoft Office Products, Quite imposing Pro, Canvas, De Vinci
  • Day to day office and office administrator support, receive and distribute USPS mail and internal office mail to designated mail stations
  • Coordinate and facilitate printing and dispatching requirements to and from off-site print center
  • Produce complex orders, prioritize production, perform quality checks and coordinate pick-ups and deliveries
  • Maintain and regularly update customer data base and other systems and reports as required
  • Meet the on-site guidelines (safety training, background check and any other requirements)
  • Follow FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
  • Maintain and regularly update customer data base and other systems and reports as required
  • May take lead responsibility for digital imaging, scheduling and running black and white or color production on full service orders, including finishing services and large job management
  • Sets up complex orders and performs multiple tasks at the same time
  • Responsible for ensuring quality during and after production process
  • Ensures communication among shifts
  • All other duties as needed or required

Minimum Qualifications and Requirements

  • High school diploma or equivalent education
  • 3+ years of specialized experience
  • Excellent verbal and written communication skills
  • 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 stand during entire shift, excluding meal and rest periods
  • Ability to move and lift 55 pounds
  • Ability, on a consistent basis, to bend/twist at the waist and knees
  • 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 maintain attention and concentration for extended periods of time
  • Ability, on a consistent basis, to work with minimal supervision
  • 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

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
America’s Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at