Customer Solutions Representative

hace 4 semanas


Cuautitlán Izcalli, México FedEx A tiempo completo

Job Summary:

FedEx is seeking a highly skilled Customer Solutions Representative to provide exceptional service to our top accounts. As a key member of our team, you will be responsible for analyzing and resolving ongoing service problems, serving as a direct contact for top accounts, and providing priority assistance for their requests.

Key Responsibilities:

  • 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 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 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.
  • Maintain complete customer records/profiles for top accounts to anticipate their shipping needs and advise them of updates/changes in service.
  • 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 the 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 and verbal communication skills.
  • Ability to interact with upper management.
  • Detail-oriented.
  • Proven ability to effectively negotiate sensitive customer issues.
  • Team working skills.
  • Microsoft Office and 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.


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