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Fed Ex is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies.

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2020 Fortune’s World Most Admired Companies (14th)
2019 Fortune’s Best Places to Work (15th)
2019 Forbes’s One of the “Best Employers for Diversity”
2020 Fed Ex LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)
2021 Fed Ex Mexico was included in the GPTW Ranking for 18th consecutive years
2020 Fed Ex Mexico received the CEMEFI Certification for 13th consecutive years endorsing Fed Ex as a company socially responsible
2021 Fed Ex Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.
2019 Fed Ex Uruguay selected by GPTW among the 5 best companies to work for.

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RC765189 LM185: Premier Customer Care Representative Senior (Open)

LM185: Premier Customer Care Representative Senior

Full time

Parque Logistico San Martin Obispo Park II Calle Barranca Honda final s/n, Lote 2 Zona San Martin Obispo, autopista Chamapa Lecheria 54769 Cuautitlán, MEX Mexico

Involves providing specialized, enhanced, pro-active service to top accounts. Analyze and resolve ongoing service problems for top accounts.

General job description:

Under general guidance performs the following activities:

• Serve as direct contact for top accounts and provide priority assistance for their requests.
• Respond to customer requests in a timely and efficient manner.
• Demonstrates independent decision-making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and Fed Ex.
• Communicates corporate guidelines to customers in response to their service concerns.
• Analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities.
• Prepare internal and external reports as needed.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management.
• Within established authorities, determines and authorizes solutions to resolve customer issues.
• Interfaces with other Fed Ex (i.e., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction.
• Advises sales and operations, of geo-political or operational situations which may impact service.
• Assists customer in preparing all paperwork required for shipments.
• Communicates documentation requirements for customs clearance.
• Utilizes one call specific software programs to access and maintain historical customer data to provide personalized customer services.
• Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of Fed Ex products and services.
• Interact with Sales Managers to identify needs of top accounts.
• Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
• May be required to perform other duties as assigned.

Minimum Requirements: Minimum Education:

• College degree preferred.
• Ability to speak and write English required (600 TOEIC points).

Minimum Experience:

• Three (3) years' experience in customer problem/resolution or two (2) years as a Fed Ex call center Customer Representative.

Minimum Required Skills:

• Extensive knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window based applications

• Must possess a thorough knowledge of Fed Ex features of service, along with working knowledge of internal Fed Ex policies and procedures as they apply to trace, claims, Fed Ex services, etc.

• Excellent verbal and written communication skills

• Ability to interact with upper management

• Detail oriented

• Proven ability to effective and negotiate sensitive customer issues.

• Interpersonal Skills

• Team Working Skills

• Microsoft Office & PC Skills

• Problem Solving Skills

• Interpersonal Skills, Written & Verbal Communication Skills, Team Working Skills, Microsoft Office & PC Skills, Problem Solving Skills

• High School diploma. Some college preferred. Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (600 points). Three (3) years related experience

Job Posting End Date: