Senior Customer Care Representative

Role Overview

• 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.

Requirements

• 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.

Benefits

• Provide specialized, enhanced, pro-active service to top accounts.
• Analyze and resolve ongoing service problems for top accounts.
• 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.
• Assist 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.