Involves online and telephone contact with external/internal customers within functional area and completing any related administration.
associate levels may complete some tasks under guidance and may have responsibility for less complex tasks.
*general job description*:
under close supervision completes the following activities:
- 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.
- may be required to perform other duties as assigned
*minimum requirements*:
*minimum education*:
- high school diploma required, college degree preferred.
- proficiency in english.
*minimum experience*:
- three (3) years experience in customer problem/resolution or two (2) current years as a fedex call center customer representative.
*minimum required skills*:
- excellent 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
- skill at using mental reasoning or research to gain insight into or solve problems
toeic 600 puntos
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:
- 2020 fortune's world most admired companies (14th)
- 2019 fortune's best places to work (15th)
- 2019 forbes's one of the "best employers for diversity"
- 2020 fedex lac included in the gptw's best workplaces in latin america ranking (24th)
- 2021 fedex mexico was included in the gptw ranking for 18th consecutive years
- 2020 fedex mexico received the cemefi certification for 13th consecutive years endorsing fedex as a company socially responsible
- 2021 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.
- 2019 fedex uruguay selected by gptw among the 5 best companies to work for.