Lm219: Customer Solutions Representative Associate

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.

**Minimum Required Skills**:

- Excellent 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
- Skill at using mental reasoning or research to gain insight into or solve problems

TOEIC 600 puntos

FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies.

FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include:

- 2020 Fortune’s World Most Admired Companies (14th)
- 2019 Fortune’s Best Places to Work (15th)
- 2019 Forbes’s One of the “Best Employers for Diversity”
- 2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)
- 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years
- 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible
- 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.
- 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.