Provide specialized, enhanced, pro-active service to top accounts.analyze and resolve ongoing service problems for top accounts._x000d_ _x000d_ 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.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.indicaciones para postulación interna al boletín si estás interesado en aplicar, por favor sube un solo archivo en formato pdf que contenga los siguientes documentos:1.currículum actualizado2.carta de intención3.imagen del resultado vigente del examen toeic, con un puntaje mínimo de 600 puntos este archivo debe ser cargado en el sistema workday, en el campo correspondiente al currículum .? Importante: con fundamento en la política 4-15 de oportunidad de carrera del manual de gente de lac: ?Vigencia del boletín: del 14 al 20 de abril * fedex is widely acknowledged as a world-class company.we are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world's most admired and respected companies.fedex is consistently named among the world's most valuable and admired brands.some of our recent awards include: * fortune's world most admired companies (14th) * fortune's best places to work (15th) * forbes's one of the "best employers for diversity" * fedex lac included in the gptw's best workplaces in latin america ranking (24th) * fedex mexico was included in the gptw ranking for 18th consecutive years * fedex mexico received the cemefi certification for 13th consecutive years endorsing fedex as a company socially responsible * fedex chile was re-certified with giro limpio, a seal from the agency of sustainable energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.* fedex uruguay selected by gptw among the 5 best companies to work for.