Premier Customer Care Representative- Senior

FedEx Express México; Gurgaon; On-site; INR 1,000,000 - 2,000,000; Full time

Job summary

FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd. in Gurugram seeks a Customer Relationship Manager to oversee global accounts and deliver exceptional customer experiences across touchpoints.

You will work with regional and global teams to ensure service levels, coordinate reviews, and resolve issues, driving improvements and governance in a fast-paced logistics environment.

Qualifications

• Bachelor's degree in business, supply chain, logistics, customer experience, or a related discipline.
• Strong analytical and communication skills.
• Experience using CRM, reporting, and performance management tools.

Responsibilities

• Serve as the primary relationship manager for assigned global accounts, building long-term partnerships.
• Ensure consistent service levels and delivery across regional/global operations.
• Lead issue resolution, root-cause analysis and preventive actions.
• Collaborate with operations, sales, finance, IT, and product teams to deliver integrated solutions.
• Analyze customer performance data and provide actionable insights.
• Ensure compliance with company policies and regulatory requirements.
• Contribute to continuous improvement and knowledge sharing within the CX team.

Skills

Customer relationship mgmt

Data analysis

Stakeholder management

Communication

Education

Bachelor's degree in business/supply chain/logistics/customer experience

Tools

CRM tools

Reporting tools

Job description

What can you expect as a FedEx team member? Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs. Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

Equal Opportunities

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity. We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

Company: INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd.

City: Gurugram

Scheduled Weekly Hours:48

Worker Type:Regular

Posting Start Date: 19-Oct-2026

Posting Close Date: 25-Oct-2026

Position Summary

Applies specialist knowledge in performing and reviewing specific processes and procedures within and across departments, to support achievement of divisional and corporate goals. Participates/leads in the design, development and implementation of processes within area of expertise. Job Purpose Responsible for managing and growing strategic global customer relationships by delivering an exceptional customer experience across all touchpoints.

General Accountabilities

Customer Relationship Management

Serve as the primary relationship manager for assigned global accounts, building long-term partnerships based on trust, responsiveness, and business understanding. Develop a deep understanding of customer business requirements, supply chain priorities, and service expectations. Conduct regular business reviews to discuss service performance, identify opportunities for improvement, and strengthen customer relationships. Proactively identify opportunities to enhance the customer experience and support account growth.

Customer Experience & Service Delivery

Ensure consistent delivery of agreed service levels and customer commitments across regional and global operations. Monitor customer performance metrics and service trends, taking proactive action to address risks and improve outcomes. Prepare monthly/quarterly service level reviews Coordinate with cross-functional teams to ensure seamless execution of customer requirements and operational processes. Assist relevant departments in preparing customer specific SOP’s

Problem Solving & Issue Resolution

Lead the investigation and resolution of customer issues, service failures, and operational exceptions, ensuring timely communication and effective closure. Analyse root causes and collaborate with internal teams to implement corrective and preventive actions. Exercise sound judgment when resolving complex customer situations and elevate critical issues where appropriate. Maintain ownership of customer issues until full resolution and customer satisfaction are achieved.

Communication & Stakeholder Management

Build strong working relationships with internal stakeholders across Operations, Sales, Customer Service, Finance, IT, and Product teams to deliver integrated customer solutions. Communicate clearly and professionally with customers regarding service performance, operational updates, and improvement initiatives. Facilitate customer meetings, service level reviews, and cross-functional discussions to align priorities and drive action plans. Support knowledge sharing, process documentation, and coaching within the Customer Experience team.

Reporting & Data Management

Analyse customer performance data, operational KPIs, and service trends to provide actionable insights. Ensure the accuracy and integrity of customer data maintained within company systems.

Compliance & Governance

Ensure customer commitments are delivered in accordance with company policies, contractual obligations, regulatory requirements, and operational standards. Maintain confidentiality of customer information and ensure compliance with data privacy and security requirements. Escalate compliance risks or service concerns to management as appropriate. Support governance processes related to customer accounts and service management.

Collaboration & Continuous Improvement

Partner closely with regional and global operational teams to deliver consistent customer experiences across multiple geographies. Participate in customer-focused improvement initiatives and process optimization projects. Provide feedback on systems, processes, and customer experience opportunities to enhance operational effectiveness. Promote a customer-centric culture through collaboration, accountability, and continuous improvement.

Key Competencies

• Customer Experience Management
• Stakeholder Management
• Problem Solving and Decision Making
• Service Recovery and Issue Resolution
• Data Analysis and Reporting
• Process Improvement
• Cross-functional Collaboration
• Time Management and Prioritization
• Commercial Awareness
• Compliance and Governance

Preferred Qualifications & Experience

• Bachelor's degree in business, Supply Chain, Logistics, Customer Experience, or a related discipline.
• Experience managing strategic or global customer accounts within logistics, transportation, supply chain, or customer service environments.
• Strong analytical skills with experience using CRM, reporting, and performance management tools.
• Excellent communication, presentation, and relationship management skills.
• Demonstrated ability to manage multiple stakeholders across regions and functions.
• Experience working in a fast-paced, customer-centric global organization.
• Analytical Skills;Judgement & Decision Making Skills;Planning & Organizing Skills;Presentation Skills;Problem Solving Skills,

FedEx Express is the world's largest express transportation company, providing fast and reliable delivery to more than 220 countries and territories. FedEx Express uses a global air and ground network to speed delivery of time-sensitive shipments. To learn more about how FedEx connects people and possibilities around the world, please visit about.fedex.com. FedEx offers a wide range of opportunities in our offices around the world. Search here for jobs in any of our Middle East, Indian Subcontinent and Africa markets.