Analyst - SPOC Business Applications

Description

POSITION OVERVIEW:
Single Point of Contact for assigned customers, proactively identify customers’ needs and coordinate with other functional areas to exceed their expectations. Conducts analysis and execute resolution for customer issues. Support growth and retention of profitable LTL business. Explain of facts, policies and practices to customers. Problems faced are not typically difficult or complex.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Conduct research to Identify root cause issues related to customer disputes; including but not limited to rating issues, account hierarchy, billing, BOL documentation review, etc. to provide timely and accurate resolution.

2. Ensure processes and systems are appropriately aligned and followed.

3. Work collaboratively with Sales and customers on best practices and internal action plans to continuously identify process improvement opportunities and ensure long-term success.

4. Work directly with billers to raise awareness of account-specific issues, documentation requirements, or entry errors.

5. Partner with Sales and customers for feedback and resolution of critical errors

6. Build and maintain solid relationships with assigned customers, management and business process owners throughout the organization

7. Participate in projects / processes, under general supervision

8. Ensure Compliance with all applicable laws/regulations, as well as company policies/procedures

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:

• Bachelor’s Degree or equivalent work experience plus two (2) years’ experience in transportation, business, sales, or operations  
• Knowledge in the LTL industry
• Good analytical skills to be able to perform risk-analysis, with the ability to execute timely resolutions
• Solutions-oriented with broad knowledge of project management including understanding of how to interpret customer business needs
• Good time management and organizational skills with the ability to multi-task and work independently
• Excellent interpersonal skills with the ability to interact with various levels of internal and external customers
• Self-motivated with the ability to complete projects and assignments on time
• Knowledgeable of the Microsoft Office Suite
• Excellent verbal and written communication skills with the ability to present to various levels of internal and external customers
• Ability to work independently and as part of a team
• Ability to operate in a highly flexible work environment

WORKING CONDITIONS:

• Customer interaction including face to face meetings

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

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.