Sr Executive Service Specialist
Description
To provide quality and timely information for "at risk" customers as identified by the executive team (MD and above). Interpreting complex regulations and the effects on clearance processes and be able to provide a Root cause analysis of the problem. This does not only extend to the problem shipment at hand but also could be applied to other customer’s shipments therefore driving continuous improvement.
Works with all levels of management to resolve specific clearance or customer issues and communicates with external and internal customers in both verbal and written formats to resolve clearance issues.
Researches and analyzes specific problem shipments or customer issues received through electronic or management referral
Assumes 'ownership' of problem situations to reach a satisfactory resolution for the customer within existing procedural and regulatory guidelines
Interfaces with various groups; regulatory services, hub, sort operations, ramp locations, FXS, FXE, external customers and government agencies in determining gaps and resolution options
Determines appropriate resources to use for resolving questions on documentation, processes and procedures
Updates systems information appropriately for internal and external customers to resolve problems and issues
Perform entry processing as required for both classification and data entry.
Coordinates freight clearance and movement activity when necessary.
Works with senior management to prepare and submit Executive Summaries on clearance issues or specific cases with detailed root cause analysis and recommendations to improve future customer experience
Assumes responsibly to monitor future customer shipments to evaluate the effectiveness of the proposed changes
The work may include, but is not limited to processing entries, calling customers and recording information for entry processing
Responsible for training and guidance to their peers and other teams within their organization as needed
Advises sales, account executives and all other FedEx personnel, as needed on import clearance issues to enhance the customer experience
Performs other duties as assigned
Associate's degree/equivalent
Five (5) years of experience working directly with customer service and clearance operations in an international express clearance environment. Specifically experience should include three (3) years with direct customer-contact experience and two (2) years of entry writing
Customer contact experience includes, but is not limited to: experience in a phone based call center environment or experience using analytical skills in problem resolution and communicating the resolutions to the customers in both written and oral formats
Entry writing experience includes but is not limited to: classification of import entries for submission to customs or auditing import entries for accuracy after clearance by customs.
Excellent working knowledge of company operation systems and U.S. Customs regulations.
PC skills including but not limited to: word, excel, access, and PowerPoint.
Due to the sensitive nature of the issues, high level of visibility and seniority of the audience it is a must to exhibit excellent communication skills (oral and written).
The agent must demonstrate dependability and follow-through skills.
Organizational Skills
Inter-personal skills
Handle high volume of work
Handle time sensitive work
Ability to use multiple systems and refernce material
Interact with internal staff, management of all levels, internal departments
Paid Training Provided
Preferred Qualifications:
Pay Transparency:
Pay:
Additional Details:
FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We’re glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!
FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability.
FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00)
FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.
