LM221: Customer Representative

Job Description

Company: FedEx Express LAC
Job Title: LM221: Customer Representative
Job Requisition Number: RC158862
Job Family: FXE-LAC: Customer Representative
Time Type: Full Time
Parque Logistico San Martin Obispo Park II
Cuautitlan Izcalli, Estado de México 54769

Answers call center customer inquiries on full range of service features, delivery and pick-up operational procedures, clearance and payment processes, ensuring maximum sensitivity and responsiveness to customer needs, issues, and requirements.
Provides current package status updates and basic follow-up activity, monitoring shipment movement and interpreting COSMOS global scan updates.
Initiates pick-up, supply delivery, shipment research, rate quotes, and exception requests on-line, using COSMOS.
Assists customer in preparing shipping paperwork inclusive of international regulatory information assistance, prepares dispatch request and special notification related to pick-up and delivery worldwide.
Assists in the resolution of customer complaints.
Determines existence of service failures and requests refunds within established limits.
Recognizes new customers or additional business opportunities, opens new accounts, obtains additional shipments and submits sales leads.
Provides customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of every transaction.
Reviews daily information on delivery system exceptions and changes, station operations, service features, volume and other related topics to ensure accurate, consistent, and current information is given to customers on every call.

Essential responsibilities are those most important or most frequently performed duties.  The incumbent will perform other duties as required.


Welcome to FedEx Express Latin America and Caribbean Division Employment Opportunities Site!

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.

Some of our recent awards include:

  • FORTUNE “World’s Most Admired Companies” - 2014
  • FORTUNE “100 Best Companies to Work for in America” - 2013
  • Reputation Institute “World’s Most Reputable Companies” - 2013
  • Corporate Responsibility Magazine “100 Best Corporate Citizens” - 2013
  • Great Place to Work Institute “World’s Best Multinational Workplaces” - 2013