POSITION OVERVIEW:
Perform a variety of customer service duties to support FXF Mexico operations, responding to customer needs including scheduling of pick-ups, service information, tracing of shipments, identification of problems, and resolution through available information or transfer to the source.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES: Answer call center customer inquiries on service features, delivery and pick-up operational procedures, and payment processes, ensuring maximum sensitivity and responsiveness to customer needs, issues, and requirements.Provide current shipment information and basic follow-up activity available in computer systems.Initiate pick-up, delivery, shipment research, rate quotes, and exception requests.Assist and/or resolve customer complaints.Provide customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of every transaction.Comply with all applicable laws/regulations, as well as company policies/procedures.Liaison between customers & service centers in order to resolve operational issues.Provide sales leads to sales employees.Perform other duties as required.QUALIFICATIONS: College Degree / Equivalent & 1 year experience in customer problem/resolution.Bilingual English/Spanish, written & verbal skills.Good research, problem-solving skills with emphasis on operation, credit, billing, collections, tariffs, pricing, rating, and general company policy and procedures.Good negotiating and mediating skills.Organized with the ability to multi-task.Motivated with the ability to make independent decisions.Good computer skills (Excel, Word, and Outlook).Clear and articulate speaking voice.Excellent human relations, communication, and telephone etiquette skills.Must successfully complete the assigned customer service basic courses.Ability to work variable shifts.WORKING CONDITIONS:
Office environment.
FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.
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