Quality & Process Support Specialist (m/w/d)

Description

Ground Operations; Air Network; Road Network; Clearance Operations: Ensures data and process integrity from pick-up and delivery through oversight of quality assurance across District(s); Acts as advisor between P&E and District(s) to ensure processes/procedures are in place and aligned to strategic compliance objectives by communicating, implementing, and sustaining quality driven standards to ensure performance goals are met through the maintenance of process compliance; Reviews processes and recommends changes for more efficient testing and accurate reporting per functional area; Influences staff in understanding and applying technical processes/procedures as well as the significant impact to overall business objectives; Drives district-wide training initiatives such as training webinars, operational processes/procedures for facilities regarding compliance and data integrity, and other various training seminars; Monitors the oversees International package processes where stations complete cross border paperwork to vendor to verify correct information is provided; Monitors standardization of the Overgoods process, investigating breakdown errors in regard to missing return/recipient addresses and offering procedural solutions; Supports Quality Action Teams (QAT) via Quality Driven Management process (QDM); Locally responsible for ensuring the completion of Compliance Self Monitoring (CSM).

Applies specialist knowledge in performing and reviewing specific processes and procedures within and across departments, to support achievement of divisional and corporate goals.  Participates/leads in the design, development and implementation of processes within area of expertise.

Key Responsibilities

·       Monitor and analyze key performance indicators (KPIs) related to last-mile delivery (e.g. On-Time Delivery, First Attempt Success Rate, damage/loss incidents, stops per route).

·       Conduct regular audits across delivery stations to ensure adherence to FedEx quality standards.

·       Identify and address process inefficiencies, discrepancies, and performance deviations across stations.

·       Support the rollout of new systems and tools (e.g. scanning devices, routing software) across the depot network.

·       Develop and implement corrective and preventive actions in coordination with station managers.

·       Standardize and harmonize last-mile delivery processes and share best practices across locations.

Training and Support

·       Provide training and coaching to station managers, dispatchers, and delivery personnel on quality and process standards.

·       Create and maintain standardized operating procedures (SOPs), checklists, and training materials.

·       Offer on-site support during process changes or performance recovery initiatives.

·       Support the setup of new depots and the onboarding of new delivery partners.

Communication and Reporting

·       Prepare and deliver regular quality and performance reports to national and regional management.

·       Facilitate feedback loops between central operations and individual depots.

·       Act as a liaison between central quality teams, station management, and external delivery partners.

Special Role Attributes/Minimal Requirements

·       Relevant experience 1-5 years in same category or similar area(s).

·       Secondary education level (e.g. high school).

·       Business fluent English skills.

·       Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.

·       Very strong influencing & persuasion skills, written & verbal Communication skills, problem solving skills.

·       Support FedEx programs such as Purple Promise, Safety First, and Quality Driven Management (QDM), Global Best Practices 

NOTE: the candidate(s) will report directly to Kubilay Oezalan as District Manager for German District. Andre Zabel will be the Hiring Managing Director.

Payment according to the collective bargaining agreement, depending on the location: "Gehaltstarifvertrag für die kaufmännischen und technischen Angestellten in der Speditions-, Logistik- und Transportwirtschaft Nordrhein-Westfalen vom 29.04.2024" / " Manteltarifvertrag für die kaufmännischen und technischen Angestellten in der Speditions-, Logistik- und Transportwirtschaft Nordrhein-Westfalen vom 29.04.2024" or "Gehaltstarifvertrag vom 13.07.2022 für die kaufmännischen und technischen Angestellten und Meister des privaten Transport- und Verkehrsgewerbes in Hessen" / "Manteltarifvertrag für die Beschäftigten des privaten Transport- und Verkehrsgewerbes in Hessen vom 13.07.2022, gültig ab 01.08.2022"

Written & Verbal Communication Skills; Presentation Skills; Problem Solving Skills; Microsoft Office & PC Skills. Involves the application of specialist knowledge which may include providing specialist advice to employees, management or customers, managing or maintaining systems or processes or completing projects to develop or changing systems or processes as appropriate.

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

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.