10502: Customer Service Rep I
Description
POSITION OVERVIEW:
Perform a variety of customer service duties to support FXF Mexico operations, responds to customer’s needs including scheduling of pick-ups, service information, tracing of shipments, identification of problems and resolution through available information or transfer to source.
ESSENTIAL JOB DUTIES/RESPONSIBILITES:
1. Answer call center customer inquiries on service features, delivery and pick-up operational procedures, payment processes, ensuring maximum sensitivity and responsiveness to customer needs, issues, and requirements
2. Provide current shipment information and basic follow-up activity available in computer systems
3. Initiates pick-up, delivery, shipment research, rate quotes, and exception requests
4. Assists and/or resolve customer complaints
5. Provides customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of every transaction
6. Comply with all applicable laws/regulations, as well as company policies/procedures
7. Liaison between customers & service centers in order to resolve operational issues
8. Provides sales leads to sales employees
9. Perform other duties as required
Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
QUALIFICATIONS:
• College Degree / Equivalent & 1 year experience in customer problem / resolution
• Bilingual English/Spanish, written & verbal skills
• Good research, problem solving skills with emphasis on operation, credit, billing, collections, tariffs, pricing, rating and general company policy and procedures
• Good negotiating and mediating skills
• Organized with the ability to multi task
• Motivated with the ability to make independent decisions
• Good computer skills (Excel, Word and Outlook
• Clear and articulate speaking voice
• Excellent human relations, communication, and telephones etiquette skills
• Must successfully complete the assigned customer service basic courses
• Ability to work variable shifts
WORKING CONDITIONS:
• Office environment
FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.
If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call 800-888-8252 or e-mail at ADAAssistance@freight.fedex.com.
FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
