Lm224: Customer Solutions Representative (Cuautitlán)

General Job Description

• 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 communicate 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 and 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 General Accounts and International Executive Services with questions/problems through help desk group email.
• 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

• Sales Experience preferred.
• Must complete the reading, listening, and math sections of the basic skills test.
• Good 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.
• 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.