LM079:Employee Solutions Representative Senior

FedEx Group; Ciudad de México; Presencial; MXN 722.000 - 1.135.000; Jornada completa

Descripción de la vacante

FedEx Group is seeking a customer service and back office support specialist to assist US employees, handle inquiries, and document interactions accurately. The role includes data entry across multiple systems and mentoring junior staff, with opportunities to support process improvements.

Minimum 4 years in related fields, fluency in local language and English, and completion of the TOEIC exam are required. This position emphasizes accuracy, confidentiality, and effective communication.

Formación

• High School diploma or equivalent; some bachelor’s degree preferred.
• Four (4) years in customer service, back office information systems support, payroll or human resources.
• Spoken and written fluency in local language and English (TOEIC 750)

Responsabilidades

• Responds to US employees' inquiries.
• Resolves more complex cases and escalates when needed.
• Acts as escalation point for callers needing more assistance.
• Enters employee data into various systems.
• Accurately document calls while speaking with employees.
• Mentors less experienced staff.
• Performs other duties as assigned

Conocimientos

Excellent automated office systems

Strong verbal and written comms

Time management & multi-tasking

Mentor, coach & knowledge resource

Ability to work variable shifts

Accounts Payable & Accounting concepts

Educación

High School diploma or equivalent

Some bachelor’s degree preferred

TOEIC score 750+ (English)

Herramientas

Payroll systems

Back office information systems

Descripción del empleo

\"Involves online and telephone contact with external/internal customers within functional area and completing any related administration. Lead or senior levels of these positions may:

• Handle escalated or more complex issues,


• Coordinate team activities or those of agency contract staff,


• Support supervisor or manager activities,


• Support the design, review and implementation of processes and procedures.

\"

Provides support services, including research for back office areas such as: payroll, human resources, expense reports, back office systems, and payments to vendors for employees.Communicates information that requires some explanation or interpretation.This is a US-focused position

Under general supervision performs the following activities:

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• -Responds to US employee's inquiries.


• - Resolves more complex cases and escalates cases to the appropriate business area for resolution.


• - Acts as an escalation point for callers that need additional assistance.


• - Enters employee data into various systems.


• - Accurately document calls while speaking with employees.


• - Mentors less experienced staff.


• - Perform other duties as assigned

Minimum Education

• - High School diploma or equivalent education. Some bachelors degree preferred


• - Related experience may offset degree requirements and related education/degree may offset experience requirements.


• - Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (750 points).

Minimum Experience

Four (4) year experience in customer service, back Office information systems support, payroll or human resources.

Knowledge, Skills and Abilities

• - Excellent automated office systems, including word processing, spreadsheet and database programs.


• - Ability to work variable shifts


• - Strong verbal and written communication skills necessary to explain complex and/or confidential information.


• - Time management, organizational and multi-tasking skills necessary to work in a fast-paced environment, handling various tasks and changing priorities, while maintaining a high attention to detail and accuracy to achieve daily assignments and goals.


• - Knowledge of concepts, practices, policies and procedures related to Accounts Payable and Accounting.


• - Ability to mentor, coach and act as a knowledge resource to other employees.

Pursuant to Policy 4-15 (Career Opportunity) of the LAC People Manual:\"An employee's failure to provide complete information that clearly demonstrates whether they meet the required qualifications for the advertised position may result in them not being considered.\" Bulletin validity: from September 17 to 23, 2026