Client Operations Program Specialist

Description

POSITION SUMMARY:
The Client Operations Program Specialist position is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the overall FXO products and services offering. The position is a key contact point between major customer accounts that require specific and/or unique workflows in order to do business with FedEx Office. This position will work with proprietary FedEx Office and or customer-based systems in order to facilitate services provided to assigned customers. This position will partner with internal teams and closely work with end customers and be an expert in FedEx Office capabilities, systems, and processes by providing senior level customer support and communications throughout the life cycle of the services for the assigned customers.

GENERAL DUTIES AND RESPONSIBILITIES:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Prepare and maintain records and report for supported client operations
• Design, develop and maintain databases and other tools to support client operations
• Examine and analyze client data to ensure accuracy and compliance with contractual obligations and procedures
• Reconcile processed work by verifying information in reports and systems
• Vendor account management that could include project management, operations coordination, relationship management, records maintenance, purchase order creation, invoice processing and other tasks as needed
• Collaboration with business partners to support client operations
• Develop, document, and implement new program-level procedures to improve customer experience
• Support gathering of data for service level agreement compliance, escalations, improvements, and program changes
• Provide outstanding customer service via phone and email to customers, commercial sales, and internal teams
• All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree or equivalent experience
• 5 + years back-office experience required
• 5+ years customer service experience
• Proficient in Microsoft Office tools, including Word, PowerPoint, Outlook, and Excel
• Excellent customer service, communication, and organizational skills
• Prior experience utilizing data to drive business decisions and measure results
• Prior experience in implementing complex projects in operating environments
• Some travel may be required
• Ability to quickly become accustomed to changing technologies and adapt work-in progress to changing conditions and information

ESSENTIAL FUNCTIONS:

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability, on a consistent basis, to work within the appropriate level of independence
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Preferred Qualifications: Direct Mail experience preferred, mail room experience preferred

Pay Transparency:

Pay:

Additional Details:

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

• Suggests areas for improvement in internal processes along with possible solutions.
• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.

FedEx Office is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant on the basis of race, color, religion, national origin, citizenship, genetic information, age (except for bona fide occupational qualifications), sex, pregnancy (including childbirth or a related medical condition), disability, sexual orientation, gender identity, gender expression, marital status, military leave or service, status as a disabled veteran or other covered veteran status, participation in EEO protected activity, any other status protected by federal, state, or local law, or association with a person on the basis of one or more of the foregoing. America’s Military Veterans and individuals with disabilities are strongly encouraged to apply.

FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email HR.Recruiting@fedex.com.

FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia's fair chance hiring law.

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