LM221: Customer Care Representative-6

at  Fedex LAC

Involves online and telephone contact with external/internal customers within functional area and completing any related administration.

GENERAL JOB DESCRIPTION:

Under general guidance completes the following tasks:

• Serve as direct contact for targeted accounts and provide priority assistance for their requests.
• Respond to customer requests in a timely and efficient manner.
• Prepare internal and external reports as needed.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• Interact with Sales Managers to identify needs of top accounts.
• 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.
• Advises sales and operations, of geo-political or operational situations that may impact service.
• Communicates documentation requirements for customs clearance.
• 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.
• Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
• Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken. Answer phone calls and e-mails to create accounts, completes basic process for onboarding new customers, bookings, and case management.
• Performs claims and complaint handling and escalates issues to more experience team members when needed.
• May be required to perform other duties as assigned

MINIMUM EDUCATION:

• High School diploma
• Proficiency in English (450 TOEIC points)
• Knowledge of foreign language (other than English)

MINIMUM EXPERIENCE:

• Two (2) years’ experience related to customer service in a service environment/industry

MINIMUM REQUIRED SKILLS:

• Extensive knowledge of FedEx tracking systems Interpersonal 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
  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.

• Serve as direct contact for targeted accounts and provide priority assistance for their requests.
• Respond to customer requests in a timely and efficient manner.
• Prepare internal and external reports as needed.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• Interact with Sales Managers to identify needs of top accounts.
• 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.
• Advises sales and operations, of geo-political or operational situations that may impact service.
• Communicates documentation requirements for customs clearance.
• 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.
• Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
• Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken. Answer phone calls and e-mails to create accounts, completes basic process for onboarding new customers, bookings, and case management.
• Performs claims and complaint handling and escalates issues to more experience team members when needed.
• May be required to perform other duties as assigne