FedEx Careers

Client Service Liaison

Woonsocket, Rhode Island
Warehouse & Distribution


Job Description

Requisition ID: 19777

About FedEx Supply Chain

FedEx Supply Chain, a subsidiary of FedEx Corp. (NYSE: FDX), is a leader in the third-party logistics industry offering a diverse service portfolio that enables commerce for businesses. With a proven track record of innovation and operational excellence, FedEx Supply Chain takes a consultative approach to optimize logistics processes, implement innovative technology and drive continuous improvement. By leveraging best practices and the world-renowned FedEx network, FedEx Supply Chain delivers leading solutions that provide flexibility, enable scalability and improve cost-effectiveness for customers. Through more than 11,000 employees, 130 operations and 35 million square feet of warehouse space, FedEx Supply Chain manages nearly 150 million packages and processes 358 million returns each year. For more information, go to supplychain.fedex.com.

 

We Have….

  • A strong FedEx brand consistently ranked among the world’s most admired and trusted employers.
  • A top notch leadership team with the experience needed to grow and develop your career.
  • An open mind for new ideas and creative methods.
  • A strong compensation and benefits package, including health, vision, dental, 401k with a strong match and much more!
 

General Summary….

The Client Service Liaison will develop and maintain a strategic partnership with an assigned account. They are the main contact for all client interactions and must apply problem solving techniques and project management methods to maintain and support the client relationship. Provide analytical support for the goals and responsibilities of the assigned customer as it relates to returns processed via the organization. Identify opportunities for account growth, monitor competitor actions and communicate appropriate responses. Responsible for developing business plans for assigned account, leading strategy and implementation of business plan, and completing regular business reviews with client.

 

This position will be responsible for…..

  • Utilizing proactive account management strategies, serve as the primary liaison between client and FedEx Supply Chain to retain existing account.
  • Maintaining relationships with clients through an effective conference cycle, monitor deadlines, and identify barriers to success.
  • Align with key client executives to identify goals for customer relationships; develops and implements a comprehensive strategy for each account through customer specific business plans; function as a strategic partner to the client
  • Utilizing strong product knowledge and account management experience to manage complex issues and resolve customer questions and concerns
  • Developing quarterly Business Reviews including statistical data and presenting it to customers during a wide audience presentation.
  • Performing monthly reporting analysis and complete ad hoc reports as requested
  • Reviewing contracts for service level performance and conducting random audits of invoicing to verify contract compliance.
  • Identify issues and address concerns by customers and apply relevant policies to resolve the issue
  • Developing and conducting webinar or in person training sessions with internal and external customers 
  • Proactively monitor all accounts to identify potential issues within the existing account base 
  • Collaborating with Information Technology teammates to analyze system issues, program requests, assist with development of scope documents, and coordinate implementation and End User Acceptance Testing
  • Review and analyze customer data to provide forecasting trends. Audit all applicable data available to ensure product is being processed per customer standard operating procedure
  • Managing administrative functions essential to partnerships (reporting, invoicing, etc.); collaborating with other departments as necessary to ensure proper product setup and coordinating any client specific special projects
  • Recommend and lead process improvement projects and participate in departmental continuous improvement opportunities
  • Capitalize on opportunities to expand accounts through additional services and deliverables, also ensuring appropriate billing 
  • Effectively transition new client relationships as appropriate from the Sales process to the implementation and account launch process by monitoring timelines, identifying barriers to success, and effectively communicating deliverables
  • Continuously build knowledge of current industry trends, competitive information, and industry/technical knowledge
  • Performs other duties as assigned

You might be a great fit if….

Education/Experience
  • Bachelor’s degree in Marketing, Statistics, Communications, Business, or related discipline and 6 years of relevant experience.
  • In lieu of degree, high school diploma or GED and 8 years of relevant experience.
  • Two (2) plus years of account management or business to business customer service experience preferred.
  • Superior written and oral communication skills required, prior experience working with diverse work teams preferred.
  • Advanced knowledge in all Microsoft Office applications; including Word, Excel, PowerPoint, and Outlook.
  • Ability to identify and resolve problems in a timely manner, gather and analyze information, and develop alternative solutions
  • Understanding of business and financial implications of decisions and ability to think strategically and recognize and communicate long-term business opportunities and goals, yet execute and deliver short-term results
  • Ability to communicate in a professional manner at all times with end users, customers, vendors and teammates, including senior management; ability to manage difficult customer situations, and quickly develop positive, interpersonal relationships at all levels
  • Develop and manage databases, electronic spreadsheets, word processing and statistical applications. Manipulate, analyze and present data
  • Skilled in organizing and prioritizing multiple tasks in order to meet deadlines; be detail oriented, possess a high degree of accuracy and work well under pressure.
  • Ability to work remotely, yet within the customer's facility, while remaining loyal and dutiful to FedEx Supply Chain and it's culture. This requires exceptional communication and relationship skills in order to maintain a positive alliance with both the manager and the rest of the facility with only occasional face to face contact.
  • Minimal overnight travel expected. 
 
Physical/Cognitive Requirements

With or without accommodation:

  • Ability to follow policies and procedures.
  • Ability to read, write and interpret information.
  • Ability to add, subtract, multiply and divide.
  • Ability to use hands to finger, handle, or feel.
  • Ability to sit/walk/stand for up to 10 hours per day.
  • Ability to intermittently crawl, squat, climb, twist, bend, stoop, push or pull.
  • Must possess visual acuity, i.e., close, distance, and color vision, depth perception and the ability to adjust focus.
  • Ability to lift/carry items less than 40 pounds.
 

ADA – FedEx Supply Chain will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available for qualified individuals with disabilities throughout the subsequent application process.

 

Fed Ex Supply Chain is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


Job ID: 19777

Schedule: Full-time