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Customer Solutions Representative

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Job Summary

We are seeking a highly skilled and experienced Customer Solutions Representative to join our team at FedEx. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our top accounts, resolving complex customer issues, and driving business growth through proactive solutions.

Key Responsibilities
  • Provide specialized service to top accounts, including analysis and resolution of ongoing service problems
  • Serve as direct contact for top accounts, providing priority assistance and responding to customer requests in a timely and efficient manner
  • Demonstrate independent decision-making abilities to provide quality customer satisfaction and communicate corporate guidelines to customers
  • Analyze ongoing trends and problems affecting customer satisfaction and provide feedback for improvement opportunities
  • Prepare internal and external reports as needed and provide immediate notification to top accounts when their shipments experience delays or problems
  • Continuously communicate with customers until problems are resolved and assume ownership of customer issues
  • Determine and authorize solutions to resolve customer issues and interface with other FedEx teams to ensure expeditious resolutions and enhanced customer satisfaction
  • Advises sales and operations of geo-political or operational situations that may impact service and assists customers in preparing all paperwork required for shipments
  • Maintains complete customer records/profiles for top accounts to anticipate their shipping needs and advise them of updates/changes in service
  • Interact with Sales Managers to identify needs of top accounts and assist Global Accounts and International Executive Services with questions/problems through help desk group email
Requirements
  • High School diploma required, college degree preferred
  • Proficiency in English (600 TOEIC points)
  • Two (2) years experience in customer problem/resolution or one (1) current year as a FedEx call center Customer Representative
  • Good knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window 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
  • Ability to interact with upper management
  • Detail-oriented
  • Proven ability to effectively negotiate sensitive customer issues
  • Team Working Skills
  • Microsoft Office & PC Skills - PC Typing (35 WPM)
  • Problem Solving Skills
  • Strong ability in handling objections, difficult clients and experience in problem solving is required
  • Time management and strong organizational and interpersonal skills
  • Ability to work variable shifts
  • Ability to work with limited supervision