Involves online and telephone contact with external/internal customers within
functional area and completing any related administration. Position in family will impact accountabilities such that Associate levels may complete
some tasks under guidance and may have responsibility for less complex tasks.
**GENERAL JOB DESCRIPTION**:
Under close guidance, completes the following tasks:
- Track packages and KPIs and completing any related administration tasks.
- Work as direct contact for key accounts and provide priority assistance for their requests. Respond to customer requests in a timely and efficient manner. Demonstrates independent decision-making skills to provide quality customer satisfaction to the mutual satisfaction of the customer and FedEx;
- Communicate corporate guidelines to customers in response to their service concerns. Analyze ongoing trends/issues affecting customer satisfaction and provide feedback for improvement opportunities. Prepare internal and external reports as required;
- Provide immediate notification to key accounts when their shipments are delayed or have problems. Continuous communication until the problem is resolved;
- Receive calls, assume responsibility and ensure follow-up with customers seeking assistance from senior management;
- Within established authorities, determine and authorize solutions to resolve customer problems. Interface with other departments within FedEx (i.e. sales, marketing, ramp, station, etc.) to ensure quick resolutions and increased customer satisfaction;
- Guide sales and operations on geopolitical or operational situations that may impact the service;
- Assist customer in preparing all necessary paperwork for shipments. Communicate documentation requirements for customs clearance;
- Utilize onecall-specific software programs to access and maintain historical customer data to provide personalized customer services. Maintain complete customer records/profiles for key accounts in order to anticipate their shipping needs and advise them of service updates/changes and initiates follow-up calls to ensure continued use of FedEx products and services;
**Minimum Requirements**
Minimum education:
- High School diploma; Bachelor's degree preferred.
- Advanced English (preferred);
- Intermediate Excel
**Minimum Experience**:
- 1 year of experience in a service or customer service environment;
**Minimum Required Skills**:
- Interpersonal skills
- Written & verbal communication skills;
- Microsoft Office & PC Skills
- Problem-solving and organizational skills;
- Ability to prioritize and adapt to changing environment
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.