Involves online and telephone contact with external/internal customers within functional area and completing any related administration.

General job description:
Under general supervision completes the following activities:

- Provide specialized, enhanced, pro-active service to top accounts.
- Analyze and resolve ongoing service problems for top accounts.
- Serve as direct contact for top accounts and provide priority assistance for their requests.
- Respond to customer requests in a timely and efficient manner.
- Demonstrates independent decision-making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and FedEx.
- Communicates corporate guidelines to customers in response to their service concerns.
- Analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities.
- Prepare internal and external reports as needed.
- Provide immediate notification to top accounts when their shipments experience delays or problems.
- Continuously communication until problem is resolved.
- Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management.
- Within established authorities, determines and authorizes solutions to resolve customer issues.
- Interfaces with other FedEx (i.e., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction.
- Advises sales and operations, of geo-political or operational situations which may impact service.
- Assists customer in preparing all paperwork required for shipments.




- Communicates documentation requirements for customs clearance. Utilizes onecall specific software programs to access and maintain historical customer data to provide personalized customer services.
- 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.
- Interact with Sales Managers to identify needs of top accounts.
- Assist General Accounts and International Executive Services with questions/problems through help desk group E-mail.
- May be required to perform other duties as assigned

Minimum Requirements:
Minimum Education:

- High School diploma required, college degree preferred
- Proficiency in English at 600, determined by the results of TOEIC exam

Minimum Experience:

- Three (3) years experience in customer problem/resolution or two(2) current year as a FedEx call center Customer Representative.

Minimum Required Skills:

- Good knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window based applications.
- Must possess knowledge of FedEx features of service,



along with working knowledge of internal FedEx policies and procedures as they apply to trace, claims, FedEx services, etc.
- Good Written & Verbal Communication Skills
- Ability to interact with upper management
- Detail oriented
- Proven ability to effectively negotiate sensitive customer issues
- Team Working Skills
- Microsoft Office & PC Skills - PC Typing.
- Problem Solving Skills

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.

FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include:

- 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.

📌 Customer Solutions Representative (Colombia)
🏢 Fedex
📍 Colombia