FedEx Careers

Client Services Expert

Plano, Texas
Operations


Job Description

Requisition ID: 26086-322943
Job Number: 1939553BR
Employment Type: Regular Full-Time
Job Category: Operations
Shift: Daytime
Region: 034 : NFC and PUD
Address Line 1: 7900 Legacy Drive
City: Plano
State: Texas
Zip Code: 75024

Position Summary

The Client Service Expert (CSE) position is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the overall FXO products and services offering. The position is a key contact point between major customer accounts that require specific and/or unique workflows in order to do business with FedEx Office. This position will work with proprietary FedEx Office and or customer based systems in order to facilitate print orders within FedEx Office. This position will partner with internal teams and closely work with end customers and be an expert in FedEx Office capabilities, systems and processes by providing senior level customer support and communications from quotations through order delivery

General Duties and Responsibilities

  • Manage customer projects / programs by processing orders between key clients systems and FedEx Office systems
  • Lead internal and external cross-functional team project calls for execution of projects for key clients
  • Develop, document and implement new program-level procedures to improve customer experience
  • Assist in training field team members on the specific workflows / process for key clients
  • Support gathering of data for service level agreement compliance, escalations, improvements and programs changes to support creation of Quarterly Business Review presentations
  • Support sales team by collaborating with key customer accounts and own the account relationship from quote through project execution
  • Receives artwork, distribution list and obtains production and delivery specifications from customers and/or sales representative.
  • Reviews pricing and creates quote for submission to Customer / Sales
  • Preflight and proof files in timely fashion for production
  • Manage the routing of print jobs from the commercial customers for production
  • Create, maintain, track and update production schedule and billing using scheduling software tools
  • Follows up with calls to customer / sales at regular intervals throughout the process
  • Provide outstanding customer service via phone and email to customers, commercial sales and internal teams
  • All other duties as needed or required

Minimum Qualifications and Requirements

  • Bachelor’s degree or equivalent experience
  • 5+ years print production experience required
  • 5+ years customer service experience
  • Proficient in Microsoft desktop applications
  • Experience with digital file preflight, imposition, and job ticketing tools preferred
  • Knowledge of e-commerce solutions
  • Excellent customer service, communication and organizational skills
  • Experience with preparing and delivering presentations for senior managemen
  • Prior experience in directly training others and in creating or supplementing written training materials, preferably in an operations environment
  • Prior experience utilizing data to drive business decisions and measure results
  • Prior experience in implementing complex projects in operating environments
  • Some travel may be required
  • Ability to quickly become accustomed to changing technologies and adapt work-in progress to changing conditions and information
  • Demonstrated ability to multi-task Experience with digital file preflight, imposition and job ticketing tools preferred
  • For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
  • For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

Essential Functions

  • Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
  • Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
  • Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
  • Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
  • Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
  • Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
  • Ability, on a consistent basis, to work within the appropriate level of independence
  • Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Quality Driven Management (QDM)

(Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.)

  • Suggests areas for improvement in internal processes along with possible solutions
  • Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility
  • Applies Quality concepts presented at training during daily activities
  • Supports FedEx Office Quality initiatives

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
America’s Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at HR.BrassRingHelp@FedEx.com.