LM224: Customer Solutions Representative

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.
• 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 (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 Window based applications.
• Sales Experience preffered
• 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 eading, listening, and math sections of the basic skills test.
• Good Written & Verbal Communication Skills
• Ability to interact with upper management
• Detailand 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.

No Cartas de Mejora de Desempeño o Amonestacion vigentes,

Ingresar CV, Carta de Intención y Toeic vigente con 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 years2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible2021 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.

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