Responsibilities
provide specialized, enhanced, proactive 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.
Demonstrate 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 the problem is resolved.
Accept calls, assume ownership and ensure follow-through for customers seeking assistance from upper management. Within established authorities, determine and authorize solutions to resolve customer issues.
Interface with other fedex groups (sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction. Advise sales and operations of geo-political or operational situations which may impact service.
Assist customers in preparing all paperwork required for shipments. Communicate documentation requirements for customs clearance.
Utilize onecall software programs to access and maintain historical customer data to provide personalized customer services. Maintain complete customer records/profiles for top accounts to anticipate shipping needs and initiate 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 windows-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 effectively negotiate sensitive customer issues. Ability to speak and write english required.
Eeo and application notes
note: applications in internal bulletin are allowed per policy 4-15; applicants must upload a single pdf containing updated resume, statement of purpose, and toeic results (minimum 600). Toeic validity is 2 years from application date. The file must be uploaded in workday in the resume field. This role requires fluency in english. This content is kept for compliance purposes.
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