Customer Service Project Engineer

FedEx Freight, Inc.; Southwind (TN); Hybrid; USD 70,000 - 110,000; Full time

Job summary

FedEx Freight, Inc. is seeking a Cust Svc Project Engineer to support center-level reviews, analyze performance against targets, and revise productivity standards for changes in product, service, or technology.

The role emphasizes time and methods development in customer contact departments and cross-functional collaboration. The position requires engineering expertise, strong analytical abilities, and the ability to develop and implement standards across call center networks.

Qualifications

• Bachelor's degree in industrial engineering or related engineering discipline.
• Five (5) years' professional experience in engineering, planning or standards development for operations.
• Strong analytical skills.
• Computer skills.
• Communication skills.

Responsibilities

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develop long range facility requirements using workload forecast and productivity guidelines to determine size and locations of operations.
• Develops procedures and work standards for call center network operations.
• Provides productivity analysis and reports for all customer service activity.
• Develops and implements work standards and processes for other departments answering customer calls.
• Designs and develops call center facility layouts using ergonomic standards.
• Analyzes network staffing scheduling plan in comparison to workload and call volume and makes recommendations for changes to ensure productivity and service are protected.
• Assists in training/support of coworkers.
• Researches, plans, develops and implements ergonomic and technological innovations applicable to call center environments.
• Surveys related to industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, including number positions, locations, and size.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned

Skills

Analytical skills

Computer skills

Communication skills

Education

Bachelor's degree in industrial engineering or related engineering

Job description

This position will be domiciled at a FedEx Freight location in Harrison, Arkansas, and in Memphis, Tennessee. You will be required to work at a FedEx Freight location several times per week.

POSITION OVERVIEW

The Cust Svc Project Engineer position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. Customer Service Project Engineer role also conducts time and methods development studies to establish standards for customer contact departments.

ESSENTIAL FUNCTIONS

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.
• Develops procedures and work standards for call center network operations.
• Provides productivity analysis and reports for all customer service activity.
• Develops and implements work standards and processes for other departments answering customer calls.
• Designs and develops of call center facility layouts using ergonomic standards.
• Analyzes network staffing scheduling plan in comparison to workload and call volume and makes recommendations for changes to ensure productivity and service are protected.
• Assists in training/support of coworkers.
• Researches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments.
• Surveys related to industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, to include number positions, locations, and size.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned

Disclaimer

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, essential functions and qualifications required of employees assigned to the job.

QUALIFICATIONS

• Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.
• Five (5) years' professional experience in engineering, planning or standards development for operations.
• Demonstrated knowledge in engineering, planning or standards development for operations.
• Strong analytical skills.
• Computer skills.
• Communication skills.
• JOB CONDITIONS:
• Some travel required

Preferred Skills/Knowledge

• Design end-to-end customer problem resolution processes within a contact center environment.
• Define and optimize multi-channel support processes (Telephony, IVR, Email, Chat, Self-Service) within Salesforce.
• Create reports and dashboards that translate business needs and KPIs into actionable insights in Salesforce.
• Facilitate cross-functional alignment around the customer journey, ensuring designs reflect customer needs and experiences.
• Drive operational improvements through innovative solutions and emerging technologies, including AI/GenAI.

EST FedEx Freight, IncFedEx Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please e-mail at [e-mail]. FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.