GENERAL JOB DESCRIPTION:Under close guidance, completes the following tasks:Track packages and KPIs and complete 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. Demonstrate 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. Maintain 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 customers 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 initiate follow-up calls to ensure continued use of FedEx products and services.Interact with sales managers to identify key account needs. Assist global accounts and international executive services with questions/issues via help desk group email.Minimum RequirementsMinimum 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 a changing environment.
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