Senior Manager Customer Care (m/w/d)
Description
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We have an exciting opportunity for you to join our team as a Senior Manager Customer Care
Who we are:
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone’s day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.
What you will be doing:
• Leading a team of Customer Care Managers and locations
• Optimizing Customer Care Quality Performance and Customer Experience
• Embedding the COPC Hight Performance Management Framework
• Optimizing End-to-End processes and service journeys for improved Customer Experience and waste reduction
• Engage with Senior Stakeholders across functions and manage business at the right cost to serve.
What do you bring with you:
• Long Customer Care Management Experience with large teams
• Management Experience internationally and in the context of German Workers Council
• Experience and certification in regard to COPC management framework
• Proven track record of outstanding Customer Experience delivers
• Proven track record to manage business efficiently and at high quality
• Strong people mindset
• Experience to work with outsourcing providers
• German and english language at C2-Level
What do we offer:
• Attractive compensation package
• Training to get you started and on-the-job learning opportunities
• Extensive learning resources to further develop your skills and knowledge
• Tuition Assistance Program (*applicable for FedEx positions with a permanent contract)
• Employee Assistance Program for you and your family in difficult life situations
• Employee reduced-rate shipping
• Great career opportunities
• FedEx is one of the worlds most admired companies and trusted brands year after year
Bring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we’re ready to invest in your development. Join FedEx.
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.
