Premier Customer Care Representative- Senior

FedEx; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

FedEx in Mumbai is seeking a dedicated Customer Experience Manager to manage strategic global accounts, ensuring exceptional service delivery and proactive improvements across touchpoints. You will build trusted partnerships with customers and internal teams, aligning with business objectives and governance standards.

The role focuses on service excellence, issue resolution, and continuous optimization of processes, with close collaboration across Operations, Sales, Finance, IT and Product teams.

Qualifications

• Customer Relationship Management across global accounts and service delivery.
• Strong focus on customer experience, governance and data-driven insights.
• Ability to lead cross-functional collaboration and continuous improvement initiatives.

Responsibilities

• Serve as primary relationship manager for assigned global accounts.
• Develop understanding of customer requirements, supply chain priorities and service expectations.
• Conduct regular business reviews to discuss performance and opportunities for improvement.
• Coordinate with cross-functional teams to ensure seamless execution of requirements.
• Lead investigations and resolution of customer issues, ensuring timely closure and satisfaction.

Skills

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

Education

Bachelor’s degree in business

Job description

Job Description:

Premier Customer Care; Premier Customer Support; All dedicated account desk/ sales solutions support processes for industry verticals and/ or high value customers, execution of solution logistics, tracking & monitoring solutions (including prevention), relationship management, issue resolution; Basic Process Onboarding; Bookings; Case Management; Claims Handling; Execution of Solution Logistics; Inquiry; Issue Resolution; Pro-active Notification; Pro-active Prevention; Relationship Management; Run and Provide Customized Reporting

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. Acts as the primary point of contact for assigned global accounts, ensuring service excellence, issue resolution, operational compliance, and alignment with customer expectations and business objectives. Builds trusted partnerships with customers and internal stakeholders to drive customer satisfaction, retention, and continuous improvement.

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