Lm224: customer solutions representative (cuautitlán)

general job description

• 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 communicate 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 and 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 general accounts and international executive services with questions/problems through help desk group email.
• may be required to perform other duties as assigned.

minimum requirements

minimum education

• high school diploma required, college degree preferred.
• proficiency in english (600 toeic points).

minimum experience

• two (2) years experience in customer problem/resolution or one (1) current year as a fedex call center customer representative.

minimum required skills

• sales experience preferred.
• must complete the reading, listening, and math sections of the basic skills test.
• good written & verbal communication skills.
• ability to interact with upper management.
• detail oriented.
• proven ability to effectively negotiate sensitive customer issues.
• team working skills.
• microsoft office & pc skills – pc typing (35 wpm).
• problem solving skills.
• strong ability in handling objections, difficult clients and experience in problem solving is required.
• time management and strong organizational and interpersonal skills.
• ability to work variable shifts.
• ability to work with limited supervision.