FedEx

Senior Customer Care Representative

FedEx

full-time

Posted on:

Location Type: Office

Location: Cuautitlán • Mexico

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Provide specialized, enhanced, pro-active service to top accounts.
  • Analyze and resolve ongoing service problems for top accounts.
  • 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.
  • Assist 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer problem resolutioncustomer servicereport preparationdocumentation for customs clearanceknowledge of FedEx servicesnegotiation skillsdetail orientation
Soft Skills
independent decision-makingcommunication skillsinterpersonal skillsownershipfollow-throughability to interact with upper management