LM178: Specialty Customer Representative

Description

"Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media.
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 procedures."

General Job Description
Under limited guidance completes the following tasks:
• Respond to customers issues utilizing various platforms such as phone, email, chat, or social media. Main focus: US customers.
• Provide forward thinking solutions for shipment issues leading to positive customer interactions. 
• Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• Interact with other functional areas to identify needs of top accounts.
• Within established authorities, determines and authorizes solutions to resolve customer issues.
• Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of FedEx products and services.
• Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken.
• Perform other duties as assigned.

Minimum Requirements:
Minimum Education:
• High School diploma
• Fluent in English (750 TOEIC points)

Minimum Experience:
• Three (3) years of experience related to customer service in a service environment/industry     

Minimum Required Skills:
• Extensive knowledge of FedEx tracking systems Interpersonal Skills
• Excellent Written & Verbal Communication Skills
• Detail oriented
• Proven ability to effectively negotiate sensitive customer issues
• Team Working Skills
• Microsoft Office & PC Skills
• Problem Solving Skills
• Skill at using mental reasoning or research to gain insight into or solve problems