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