Job Description
The UPS Store – Associate Role & Responsibilities
Position Title: Associate
Pay Rate: $14.00(starting) - $16.00(experienced) per hour (Hourly Position)
Position Overview:
As an Associate at The UPS Store, you are the face of our operation — the first point of contact for customers seeking solutions for shipping, printing, packing, mailbox services, and more. Your role is vital in ensuring each customer receives world-class service that reflects our commitment to excellence. 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.
We are not just a shipping store; we are a business services center, and as an Associate, your goal is to make sure every customer leaves satisfied, informed, and ready to come back. 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.
Primary Responsibilities:
Customer Service Excellence
- Greet every customer warmly and with professionalism, whether in person or over the phone.
- Actively listen to customer needs and recommend the best service solutions (e. g., packaging, shipping options, printing services).
- Ensure world-class customer service at every touch point, resolving minor customer concerns and escalating larger issues when necessary.
Shipping & Packaging Services
- Handle domestic and international shipments (UPS, USPS), ensuring proper documentation, labeling, and carrier compliance.
- Use scales, dimensions, and shipping software to accurately weigh, measure, and process packages.
- Professionally pack customer items for safe transit, following established guidelines for fragile, high-value, or specialty items.
- Educate customers on additional services such as insurance coverage, delivery confirmations, and tracking options.
Printing & Document Services
- Assist customers with printing, copying, scanning, laminating, and binding services.
- Operate and maintain printing equipment (printers, copiers, fax machines).
- Prepare print jobs for pickup, ensuring accuracy and quality.
- Provide basic troubleshooting for customer file issues (PDF formatting, resizing images, etc.).
Mailbox Services
- Manage the Private Mailbox (PMB) rental program, including setup, renewals, and customer account updates.
- Sort and distribute incoming mail and packages to mailbox holders.
- Notify customers of package arrivals and assist with mail forwarding requests.
Retail Sales & Promotions
- Process transactions accurately using the Point-of-Sale (POS) system for services, retail products, and promotions.
- Promote bounce-back coupons and relevant up sells to customers (e. g., suggesting printing services for a customer shipping promotional materials).
- Maintain knowledge of current store promotions and corporate offers.
Compliance & Operational Standards
- Follow all The UPS Store operational procedures, including verifying prohibited items, completing customs forms for international shipments, and ensuring privacy compliance (mailbox customers, notary services).
- Maintain proper records for services such as notary public (if commissioned), shredding, and mailbox agreements.
Store Cleanliness & Organization
- Ensure store organization and cleanliness, especially during downtime:
- Keep counters, packing stations, and customer areas tidy.
- Restock supplies such as boxes, tape, packing materials, and forms.
- Check and maintain cleanliness of printing equipment and retail shelves.
Notary Public Services (if commissioned)
- Provide notary services in accordance with state laws and store policies.
- Verify proper identification, witness signatures, administer oaths, and maintain notary logs.
Teamwork & Communication
- Collaborate with other associates and management to ensure smooth store operations.
- Communicate effectively regarding customer issues, inventory needs, or equipment concerns.
- Cross-train in all service areas to provide flexible support wherever needed.
Expectations for Growth:
- Stay current with training modules and certifications provided by The UPS Store.
- Engage in continuous improvement by learning new services and processes (e. g., advanced printing techniques, freight shipping).
- Demonstrate readiness for promotion by taking initiative, helping with store projects, and embodying leadership traits.
Key Metrics for Success:
- Consistently deliver excellent customer service (measured by customer feedback, secret shops, and manager evaluations).
- Maintain high levels of accuracy in all transactions, shipments, and service deliveries (printing, mailbox management, etc.).
- Contribute to sales growth by promoting services, up selling relevant products, and encouraging repeat business through bounce-back coupons.
- Follow all compliance and operational standards precisely, including carrier regulations, privacy policies, and The UPS Store procedures.
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
Job Tags
Hourly pay, Full time, Flexible hours,