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Req ID: P25-118584-1

Mgr Customer Experience

Professional
  • Company: Federal Express Corporation Canada
  • Category: Professional
  • Employment Type: Full Time
  • Worker Sub-Type: Regular
  • Scheduled Weekly Hours:
  • Remote: No
  • Location: 6300 De la Côte-de-Liesse Road, Saint-Laurent, QC H4T1E3, Canada

Description

This is an interview position


To plan, organize, coordinate, direct and control workgroups in a 24x7 Customer Contact Centre, including Cargo Claims, Centralized Trace, Premier Services, Business Development, Freight Solutions and Overgoods. Manages and ensures effective operations in the processing of all customer contact points (calls, emails, chat, social media, traces, etc.) for Express, Ground, and Freight for all aspects of the Customer Service operation.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Educational Requirements

Post Secondary:

- Bachelor’s degree or equivalent

Minimum number of years required for entry to this job

- Five (5) years business experience required, including two (2) years Customer Service/Contact experience.

or

- Five (5) years general business experience comprised of;

- 2 years’ customer service (Preferred) or 2 years FedEx Experience and

- 3 relative business experience

Amount of time required to learn or adjust to the job

- 1 year

Other specific mandatory experience requirements

- Must currently be a member of FedEx Management or be EXCEL/LEAP endorsed.

- In the province of Quebec, must be bilingual (English and French).

Technical Skill Requirements

Solid knowledge of the following:

- Knowledge of FedEx features of service, products, support organizations, computer systems (current and legacy), and Canadian Customs regulations.

- Knowledge of contact center practices and worldwide operations.

Computer literacy and proficiency:

- Standard level MS Word, Excel, PowerPoint


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Educational Requirements

Post Secondary:

- Bachelor’s degree or equivalent

Minimum number of years required for entry to this job

- Five (5) years business experience required, including two (2) years Customer Service/Contact experience.

or

- Five (5) years general business experience comprised of;

- 2 years’ customer service (Preferred) or 2 years FedEx Experience and

- 3 relative business experience

Amount of time required to learn or adjust to the job

- 1 year

Other specific mandatory experience requirements

- Must currently be a member of FedEx Management or be EXCEL/LEAP endorsed.

- In the province of Quebec, must be bilingual (English and French).

Technical Skill Requirements

Solid knowledge of the following:

- Knowledge of FedEx features of service, products, support organizations, computer systems (current and legacy), and Canadian Customs regulations.

- Knowledge of contact center practices and worldwide operations.

Computer literacy and proficiency:

- Standard level MS Word, Excel, PowerPoint


Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:


DISCLAIMER

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. The incumbent of this position is expected to perform all other duties as assigned, must be able to complete and achieve minimum thresholds on any mandatory testing and training, must be able to operate in a PC windows environment, have the ability to successfully complete all recurrence training and maintain annual accreditations where applicable and work varying shifts based on business needs. If the incumbent resides in the province of Quebec, you must be bilingual (French and English). In addition to the usual factors used in the selection process, all candidates for positions that require driving as a core competency require a valid driver's license (e.g. Class 5,G, or 1[AZ]) and a driving record with two or fewer violations and/or accidents in the 24 months prior to the date of application. Further, candidates will be assessed through careful consideration of:

  1. their current driver's abstract;
  2. their performance during application interviews; and
  3. their performance on any driver competency assessments administered