LO224: Customer Solutions Representative

FedEx Group; Bogotá; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

FedEx is seeking a dedicated Customer Service professional in Bogotá to manage top accounts, respond to inquiries, and ensure timely resolution of shipment issues. The role requires handling high-priority requests, liaising with sales and operations, and maintaining accurate customer records.

Preferred candidates will have a High School diploma, English proficiency (TOEIC 600), and at least three years in customer problem resolution or two years as a FedEx call center representative.

Formación

• High School diploma required; college degree preferred.
• Proficiency in English at 600, determined by TOEIC exam.

Responsabilidades

• Provide specialized, enhanced, pro-active service to top accounts.
• Analyze and resolve ongoing service problems for top accounts.
• 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 FedEx.
• 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 FedEx (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 onecall 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 FedEx 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.

Educación

High School diploma

College degree preferred

Herramientas

COSMOS tracking

IMS

KIAC

FAMIS

ONESOURCE

Windows-based applications

Microsoft Office

Descripción del empleo

Involves online and telephone contact with external/internal customers within functional area and completing any related administration.

General job description

Under general supervision completes the following activities:

• Provide specialized, enhanced, pro-active service to top accounts.
• Analyze and resolve ongoing service problems for top accounts.
• 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 FedEx.
• 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 FedEx (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 onecall 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 FedEx 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:

• High School diploma required, college degree preferred
• Proficiency in English at 600, determined by the results of TOEIC exam

Minimum Experience

• Three (3) years experience in customer problem/resolution or two(2) current year as a FedEx call center Customer Representative.

Minimum Required Skills

• Good knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window based applications.
• Must possessknowledge of FedEx features of service, along with working knowledge of internal FedEx policies and procedures as they apply to trace, claims, FedEx services, etc.
• Good Written & Verbal Communication Skills
• Ability to interact with upper management
• Detail oriented
• Proven ability to effectively negotiate sensitive customer issues
• Team Working Skills
• Microsoft Office & PC Skills - PC Typing.
• Problem Solving Skills

FedEx 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.

FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include:

• 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 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)
• 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years
• 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible
• 2021 FedEx 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 FedEx Uruguay selected by GPTW among the 5 best companies to work for.