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Req ID: RC724295

LM061:Sr Global Service Agent

  • Company: Federal Express Corporation LAC
  • Category: Professional
  • Employment Type: Full Time
  • Worker Sub-Type: Regular
  • Scheduled Weekly Hours: 48
  • Remote: No
  • Location: 200 Estatal 200, Querétaro, Queré 76295, Mexico


To provide selected customers with a single point of contact for their shipping needs ensuring the resolution of customer issues/problems/requests. To provide 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 resolution._x000D_
Performs pre-work checks to ensure that all equipment is available & functional & any Monitors 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. Assists customers in initiating request 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 Coordinates activities which include assignments to ensure customer problems are resolved and paperwork required for shipments is completed

High school diploma. Five (5) years work experience providing direct customer service related to international transportation, freight forwarding, dangerous goods, or brokerage service. 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-faced environment preferred. Proficiency in English required.

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.