Operations Agent SpS-Senior

Description

Responsible for end-to-end management of premium RMA and Next Business Day delivery operations across a national network of Forward Stocking Locations (FSLs), ensuring on-time delivery performance, proactive customer engagement, operational issue resolution, and compliance with customer KPIs. The role also oversees FSL order processing, inbound stock receiving, inventory accuracy, quality control, operational handovers, after-hours team training, and billing accuracy to maintain high service standards and efficient logistics operations

Customer Premium RMA – End‑to‑End Accountability

• Full ownership of all premium RMA cases dispatched from 45 Forward Stocking Locations nationwide, ensuring flawless execution across delivery pre‑arrangements, system shipping, onboarding, and POD closure.
• Drive proactive customer engagement to eliminate delivery barriers, manage urgent rescheduling, and fulfil complex or high‑touch delivery requirements.
• Produce and distribute the daily On‑Time Delivery (OTD) snapshot, providing critical visibility of network performance against stringent customer KPIs.
• Lead first‑level investigation and prepare CAR documentation to support root‑cause resolution, maintaining absolute accountability for achieving 100% on‑time delivery for premium RMA cases.

Proactive Management of Customer NBD RMA OTD Performance

• Issue daily pre‑alerts to major depots for all connotes due for same‑day delivery, ensuring sites are fully prepared to meet Next‑Business‑Day commitments.
• Monitor all onboard freight in real time and drive rapid service recovery actions in collaboration with depot leadership.
• Manage all customer escalations with urgency and precision, delivering the fastest possible operational solutions while safeguarding contractual service levels.
• Guarantee accurate and timely POD upload into WMS in strict alignment with customer OTD and documentation compliance KPIs.

Order Processing & Inbound Management

• Coordinate and system‑process all outbound shipping from FSLs with zero tolerance for delays or errors.
• Complete system receiving for all inbound stock to FSLs, ensuring data accuracy and availability for operational planning.
• Maintain and update the in‑transit report while generating precise dock‑to‑stock records to support inventory accuracy and KPI reporting.

Quality Control & Operational Accuracy

• Perform rigorous duplication checks, open‑order validations, and RC checks to maintain uncompromised data integrity across all systems.
• Implement disciplined quality‑assurance steps to prevent process deviations and safeguard customer KPI performance.

Handovers, Coordination & Training

• Lead structured morning and afternoon handovers, including preparation of the highly time‑sensitive handover pack for the after‑hours call centre.
• Deliver training and continuous capability development for after‑hours operators, ensuring consistent adherence to premium service expectations and customer KPIs.

Billing & Financial Accuracy

• Manage end‑to‑end hand‑rate billing processes for all country and regional direct car deliveries, ensuring accuracy, timeliness, and alignment with commercial requirements.

Minimum Education

Secondary education or equivalent

Minimum Experience

• At least two (2) years of relevant work experience

• For Associate level, no prior experience is required

• For Senior level, at least four (4) years of relevant work experience is required

Knowledge, Skills and Abilities

• Working knowledge of Microsoft Office & PC

• Strong interpersonal and problem-solving skills

• Proven expertise in planning & organizing, with a strong accuracy & attention to detail

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.