.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