CI007: Service Agent

Description

"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.
Lead or senior levels of these positions may:
• Handle escalated or more complex issues,
• Coordinate team activities or those of agency contract staff,
• Support supervisor or manager activities,
• Support the design, review and implementation of processes and procedure"

General Job Description:
Under limited supervision, performs the following activities:
• Assists customer by tracing packages, answering questions regarding FedEx products and services, and providing over-the-counter service
• Answers station lines and takes information for pickups.  Types or otherwise prepares various operations reports. Calls all Hold-at-Airport" customers.
• Assists customers by tracing packages, answering questions regarding FEC products and services and providing over-the-counter service and over the phone service.
• Maintains and audits all records and files as assigned
•  Audits airway bills and records as required. Provides administrative and clerical support to Station Ops. Manager. .
• Checks packages to ensure proper labeling, legality of content including weight and size, proper wrapping, insurance values, special requirements for hazardous material shipment and compliance with Customs documentation required at destination.
• Interfaces with customers on customs related issues.
•Handles customers with packages in cage.  Maintains neat and clean appearance of the workplace/front counter, self and uniform.
• Recognizes new customers or additional business opportunities and offers the most suitable services and solutions, opens new accounts, obtains additional shipments and submits sales leads."

Minimum Requirements:
Minimum Education:
•  High School degree/Equivalent.
•  Language: Proficiency in English.

Minimum Experience:
•  Two (2) years experience in customer service focus on sales
•  Previous clerical or customer service experience in a service environment or eighteen (18) months experience as a Service Agent.                       

Minimum Required Skills: 
• Ability to lift 50 lbs and to maneuver any single package weighing up to 150 lbs with appropriate equipment or the weight limit required according to current local labor regulations.
•  Planning & Organizing Skills
•  Interpersonal Skills
•  Problem Solving Skills
•  Ability to determine & co-ordinate sequences of tasks for self & others
•  Good skills in using technology e.g. scanner /printer / intranet etc with the ability to perform basic maintenance tasks
•  Good general office skills required including typing, filing and computer literacy
•  Good communication and human relations skills
•  Clear and articulate speaking voice
•  Clean cut and neat appearance                                                                                                                                    "

FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies.

FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include:

• 2020 Fortune’s World Most Admired Companies (14th)
• 2019 Fortune’s Best Places to Work (15th)
• 2019 Forbes’s One of the “Best Employers for Diversity”
• 2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)
• 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years
• 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible
• 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.
• 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.