LM060:Global 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.

General Job Description:
Under general supervision perform the following activities:
• Maintains control of heavy export cargo.
• Provides support to sales, customs, and ramp operations in their quest for the efficient movement and clearance of dangerous goods, freight, or other type of shipments.
• To identify systemic and recurring service issues through research and elevate them to the appropriate person for resolutionMonitors shipments, researches transit delays, and initiates actions to complete delivery; notifying customer of shipment status and actions taken to meet commitment should delays occur.
• Advises customers on the documents required and the correct completion of paperwork required for their shipments. Assists with scheduling/booking pickups.
• Acts as a liaison between sales, customer, brokers, shippers/recipients, origin station/ramp, regulatory agencies, FedEx companies, and others to ensure delivery of shipments.
• Visits designated accounts to improve customer satisfaction and works in conjunction with sales to maintain and generate additional revenue.
• Audits assigned international paperwork for correct completion
• Assists customers with obtaining estimates of duties and taxes
• Assists customers in the resolution of billing issues and in initiating requests for credits/refunds
• Advises customers on features of service for all FedEx express international services. Advises and assists customers on use of tools available through FedEx.com.
• Coordinates activities, which include assignments, to ensure customer problems are resolved and paperwork required for  shipments is completed.
• May be required to perform other duties as assigned

Minimum Requirements:
Minimum Education:
• High School Degree/Equivalent
• Proficiency in English (450 TOEIC points).
                                                      
Minimum Experience:
• Three (3) years work experience providing direct customer service related to international transportation, freight forwarding, dangerous goods or brokerage service. 

Minimum Required Skills:
• Knowledge of mainframe, PC systems, & web based applications (i.e. COSMOS, KIAC, VISA, CHEERS, FAMIS, CAGE, AMBASSADOR, etc.) and PC software, (i.e. word processing, spreadsheet, etc).
• Excellent human relations and communication skills.
• Good analytical and prioritizing skills.
• Ability to successfully complete all basic and recurrent training. 
• Flexibility to work different shifts required.
• Experience working in a fast-paced environment preferred.
• Fluent in English preferred.

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.