Manager Pricing and Client Support

Job Description

Job Number: 1944737BR
Employment Type: Regular Full-Time
Job Category: Operations
Shift: Daytime
Region: 000 : Corporate
Address Line 1: 450 W 1st Ave
City: Roselle
State: New Jersey
Zip Code: 07203

Position Summary

The Manager, Pricing and Client Support is responsible for the successful planning, development and management of operational execution for commercial customers. This role oversees a team of operational estimators, Customer Service Representatives, and Sales Support that are accountable for estimating and supporting projects/program execution through FedEx Office and extended networks. This position will partner with cross functional teams to support planning, development of process documentation, and strategic program development for product lines such as, direct mail, and complex commercial print. Manages and monitors quality, customer and sales experiences, communications and process improvement initiatives.

General Duties and Responsibilities

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

Set objectives for the operational Estimating, Customer Service, and Sales Support teams in accordance with Company and Network Operations strategy
Work with finance and accounting to develop and maintain budgeted hourly rates

  • Review, set and approve the final selling price on all individual estimates or pricing agreements
  • Manage team of commercial print Estimators, Customer Service Representatives and Sales Support
  • Collaborate cross-functionally with key stakeholders, business partners and customers as required to enhance and deliver new program initiatives for FXO Product Lines (FedEx Print Manager. HubEx Direct Mail, and Complex Print)
  • Provide ongoing communications support, workload balancing efforts, program readiness, risk mitigation and resolution/escalation as required
  • Develop metrics to evaluate productivity of teams, product lines supported and areas for improvement
  • Document and implement operational execution process and help resolve issues escalated by Customer, Sales, Retail and Manufacturing Network teams
  • Provide ongoing training and skill enhancements to ensure growth and development of team
  • Provide ad hoc reporting as requested by senior management
  • Develop positive working relationships with cross functional teams to ensure product management and customer service SLAs expectations are met
  • All other duties as needed or required

Minimum Qualifications and Requirements

  • Bachelor’s Degree in Business, Finance or related field
  • 5-7+ years in commercial print estimating and/or commercial print production
  • 5+ years management experience
  • 5+ years in working directly with computerized commercial print estimating software
  • Proficient in Microsoft Office applications
  • High level of organizational and communication skills
  • 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.