LM178: Specialty Customer Representative

FedEx; Ciudad de México; On-site; MXN 180,000 - 300,000; Full time

Job summary

FedEx Express Latin America and Caribbean Division is hiring a Specialty Customer Representative in Mexico City. The role supports specialized networks and accounts across multiple channels (phone, email, chat, social media) with a focus on US customers.

Requires a High School diploma, 3 years in customer service, and fluent English. Strong communication, problem solving, and teamwork are essential for day-to-day operations and process improvements.

Qualifications

• Minimum Education: High School diploma.
• Minimum Experience: Three (3) years of experience in customer service in a service environment.
• Minimum Required Skills: Interpersonal Skills, Written & Verbal Communication, Detail oriented, Negotiation, Team Working Skills, Microsoft Office & PC Skills, Problem Solving Skills, Analytical reasoning.

Responsibilities

• Respond to customers issues via phone, email, chat, or social media. Main focus: US customers.
• Provide forward-thinking solutions for shipment issues and positive customer interactions.
• Promote customer engagement with strong empathy and clear communication.
• Analyze trends affecting customer satisfaction and suggest improvements.
• Notify top accounts of delays or problems and maintain ongoing contact until resolved.
• Maintain complete customer records for top accounts to anticipate needs.
• Resolve issues documented in COVs and follow up with actions.
• Perform other duties as assigned.

Skills

Interpersonal Skills

Written Verbal Communication

Detail oriented

Negotiation

Teamwork

Microsoft Office

Problem Solving

Analytical reasoning

English Fluency

Education

High School Diploma

Tools

FedEx Tracking Systems

Job description

Welcome

Welcome to FedEx Express Latin America and Caribbean Division Employment Opportunities Site! 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.

Our awards

• 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.

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RC786461 LM178: Specialty Customer Representative (Open)

LM178: Specialty Customer Representative

Full time

Torre Diana, Rio Lerma 232, Pisos 13 y 14

Colonia Cuauhtémoc

Ciudad de Mexico

06500 Cuauhtemoc, MEX

Mexico

Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media. 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.

General Job Description

• Respond to customers issues utilizing various platforms such as phone, email, chat, or social media. Main focus: US customers.
• Provide forward thinking solutions for shipment issues leading to positive customer interactions.
• Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.Interact with other functional areas to identify needs of top accounts.
• Within established authorities, determines and authorizes solutions to resolve customer issues.
• 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.
• Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken.
• Perform other duties as assigned.

Minimum Requirements

Minimum Education

• High School diploma
• Fluent in English (750 TOEIC points)

Minimum Experience

• Three (3) years of experience related to customer service in a service environment/industry

Minimum Required Skills

• Extensive knowledge of FedEx tracking systems Interpersonal Skills
• Excellent Written & Verbal Communication Skills
• Detail oriented
• Proven ability to effectively negotiate sensitive customer issues
• Team Working Skills
• Microsoft Office & PC Skills
• Problem Solving Skills
• Skill at using mental reasoning or research to gain insight into or solve problems

Job Posting End Date: 2026-11-30