LM060: Global Service Agent

Involves the completion of administrative tasks and coordination relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities, despatch activities and local customer service. While operational tasks may be part of these roles, the majority of time is spent on office-based activities.

General Job Description

• Maintains control of heavy export cargo.
• Provides support to sales, customs, and ramp operations in their quest for the efficient movement and clearance of dangerous goods, freight, or other type of shipments.
• To identify systemic and recurring service issues through research and elevate them to the appropriate person for resolution. Monitors shipments, researches transit delays, and initiates actions to complete delivery; notifying customer of shipment status and actions taken to meet commitment should delays occur.
• Advises customers on the documents required and the correct completion of paperwork required for their shipments. Assists with scheduling/booking pickups.
• Acts as a liaison between sales, customer, brokers, shippers/recipients, origin station/ramp, regulatory agencies, FedEx companies, and others to ensure delivery of shipments.
• Visits designated accounts to improve customer satisfaction and works in conjunction with sales to maintain and generate additional revenue.
• Audits assigned international paperwork for correct completion.
• Assists customers with obtaining estimates of duties and taxes.
• Assists customers in the resolution of billing issues and in initiating requests for credits/refunds.
• Advises customers on features of service for all FedEx express international services. Advises and assists customers on use of tools available through FedEx.com.
• Coordinates activities, which include assignments, to ensure customer problems are resolved and paperwork required for shipments is completed.
• May be required to perform other duties as assigned.

Minimum Requirements

Minimum Education

• High School Degree/Equivalent
• Proficiency in English (450 TOEIC points).

Minimum Experience

• Three (3) years work experience providing direct customer service related to international transportation, freight forwarding, dangerous goods or brokerage service.

Minimum Required Skills

• Knowledge of mainframe, PC systems, & web based applications (i.e. COSMOS, KIAC, VISA, CHEERS, FAMIS, CAGE, AMBASSADOR, etc.) and PC software, (i.e. word processing, spreadsheet, etc).
• Excellent human relations and communication skills.
• Good analytical and prioritizing skills.
• Ability to successfully complete all basic and recurrent training.
• Flexibility to work different shifts required.
• Experience working in a fast-paced environment preferred.
• Fluent in English preferred.