.Involves online and telephone contact with external/internal customers within functional area and completing any related administration.General Job Description:Under general 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.Demonstrate independent decision-making abilities 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/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 communicate until the problem is resolved.Accept calls, assume ownership and ensure follow-through for customers seeking assistance from upper management.Within established authorities, determine and authorize solutions to resolve customer issues.Interface with other FedEx departments (i.E., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction.Advise sales and operations of geo-political or operational situations which may impact service.Assist customers in preparing all paperwork required for shipments.Communicate documentation requirements for customs clearance.Utilize specific software programs to access and maintain historical customer data to provide personalized customer services.Maintain complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiate 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 (600 TOEIC points).Minimum Experience:
- Two (2) years experience in customer problem/resolution or one (1) current year as a FedEx call center Customer Representative.Minimum Required Skills:
- Good knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Windows-based applications.
- Sales experience preferred.
- Must possess knowledge of FedEx features of service, along with working knowledge of internal FedEx policies and procedures as they apply to trace, claims, FedEx services, etc.
- Must complete the reading, listening, and math sections of the basic skills test.
- Good written & verbal communication skills