Provide specialized, enhanced, pro-active service to top accounts. Analyze and resolve ongoing service problems for top accounts._x000D__x000D_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.
College degree preferred. Three (3) years experience in customer problem/resolution or two (2) current years as a FedEx call center Customer Representative. Extensive knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window based applications. Must possess a thorough 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. Excellent verbal and written communication skills. Ability to interact with upper management. Detail oriented. Proven ability to effective and negotiate sensitive customer issues. Ability to speak and write English required.
TOEIC 600 pts, Excel advance skills , College Degree preferred, Ability to speak with customers A FedEx é regularmente nomeada entre uma das marcas mais valiosas e admiradas do mundo. Alguns de nossos prêmios recentes incluem:
2020 Empresas Mais Admiradas do Mundo (14º);
2019 Melhores Lugares para Trabalhar da Fortune (15º);
2019 um dos "Melhores Empregadores para a Diversidade" da Forbes;
2020 FedEx LAC incluída na classificação das Melhores Empresas para Trabalhar na América Latina do GPTW (24º);
2021 FedEx México foi incluída no Ranking GPTW pelo 18º ano consecutivo;
2020 FedEx México recebeu a Certificação CEMEFI pelo 13º ano consecutivo, endossando a FedEx como uma empresa socialmente responsável;
2021 A FedEx Chile foi recertificada com Giro Limpio, selo da Agência de Energia Sustentável que visa melhorar a eficiência energética do setor de transporte terrestre, reduzindo o consumo de combustível e as emissões de gases de efeito estufa;
2019 FedEx Uruguai selecionada pelo GPTW entre as 5 melhores empresas para se trabalhar.
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