Involves the completion of administrative tasks and coordination related to front-line operations, including data entry, ramp activities, sort activities, trace activities, dispatch activities, and local customer service.
While operational tasks may be part of these roles, most of the time is spent on office-based activities.
General Job Description:
Under general supervision, perform the following activities:
Maintain control of heavy export cargo.
Support sales, customs, and ramp operations to ensure the efficient movement and clearance of dangerous goods, freight, or other shipments.
Identify systemic and recurring service issues through research and escalate them for resolution.
Monitor shipments, investigate transit delays, and initiate actions to complete delivery; notify customers of shipment status and any delays.
Advise customers on required documents and proper completion of paperwork.
Assist with scheduling and booking pickups.
Act as a liaison between sales, customers, brokers, shippers/recipients, origin stations/ramp, regulatory agencies, FedEx companies, and others to ensure shipment delivery.
Visit designated accounts to improve customer satisfaction and collaborate with sales to maintain and generate additional revenue.
Audit international paperwork for accuracy.
Assist customers with estimating duties and taxes.
Help resolve billing issues and initiate requests for credits or refunds.
Advise customers on features of FedEx international services and assist with using tools available through FedEx.com.
Coordinate activities and assignments to resolve customer issues and complete shipment paperwork.
Perform other duties as assigned.
Minimum Requirements:
Education:
High School Degree/Equivalent
Proficiency in English (450 TOEIC points).
Experience:
At least three (3) years in customer service related to international transportation, freight forwarding, dangerous goods, or brokerage services.
Skills:
Knowledge of mainframe, PC systems, web applications (COSMOS, KIAC, VISA, CHEERS, FAMIS, CAGE, AMBASSADOR, etc.) and PC software (word processing, spreadsheets).
Excellent communication and human relations skills.
Good analytical and prioritization skills.
Ability to complete training successfully.
Flexibility to work different shifts.
Experience in fast-paced environments preferred.
Fluent in English preferred.
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📌 Lm060: Global Service Agent
🏢 Fedex Group
📍 Estado de México