Responsibilities
provide specialized, enhanced, pro-active service to top accounts. Analyze and resolve ongoing service problems for top accounts. Serve as direct contact for top accounts and provide priority assistance for their requests. Respond to customer requests in a timely and efficient manner. Demonstrates independent decision-making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and fedex. Communicates corporate guidelines to customers in response to their service concerns. Analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities. Prepare internal and external reports as needed. Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved. Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management. Within established authorities, determines and authorizes solutions to resolve customer issues. Interfaces with other fedex (i.e., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction. Advises sales and operations, of geo-political or operational situations which may impact service. Assists customer in preparing all paperwork required for shipments. Communicates documentation requirements for customs clearance. Utilizes onecall specific software programs to access and maintain historical customer data to provide personalized customer services. Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of fedex products and services. Interact with sales managers to identify needs of top accounts. Assist global accounts and international executive services with questions/problems through help desk group e‑mail.
qualifications
college degree preferred. Three (3) years experience in customer problem/resolution or two (2) current years as a fedex call center customer representative. Extensive knowledge of cosmos tracking and ims, kiac, famis, onesource and window based applications. Must possess a thorough knowledge of fedex features of service, along with working knowledge of internal fedex policies and procedures as they apply to trace, claims, fedex services, etc. Excellent verbal and written communication skills. Ability to interact with upper management. Detail oriented. Proven ability to effective and negotiate sensitive customer issues. Ability to speak and write english required.
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