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 problemsTOEIC 600 puntosFedEx 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.