Involves management responsibility for a team of people or a specific location(s) within the business. Teams may include contractors and all categories of employees: Clerical, Supervisory, Secretarial, Professional, Advisory. Management responsibilities include disciplinary action up to and including dismissal.
As manager of the Sales Operations Resolution Team (SORT), coordinate the team to achieve successful customer support. The team's objective is to provide critical operational support to sales teams across multiple segments, ensuring smooth resolution of delivery interruptions, operational stops, and strategic requests. SORT plays an essential role in supporting Network 2.0 rollouts and maintaining high customer satisfaction levels.
The Sales Operations Resolution Team supports sales operations of the United States and Canada. Specifically, the segments of Worldwide Sales (WWS), Customer Success Management (CSM), Field Sales and Digital Sales
PRINCIPLE DUTIES AND RESPONSIBILITIES
Receive requests from Sales for assistance to solve customers' issues
Develop action plans and establish follow-up steps to resolve inquiries.
Keep close communication with customers in order to identify their business needs
Serve as the primary point of contact across departments to coordinate and execute action plans.
Confirm issue resolution with team members and customers




Communicate outcomes clearly and effectively.
ADDITIONAL MANAGER DUTIES:
Train the team agents using a train-the-trainer approach
Coach, lead and procure team engagement
Distribute cases among team members to ensure timely resolution
Oversee the COPs (Customer Order Problems) cases, which total about 1,000 cases per month
Perfoms other duties as required
Minimum Education:
Bachelor's Degree/equivalent in a quantitative discipline
Spoken and written fluency in local language as well as English.
Minimum Experience:
Six (6) years in a customer experience or sales support position, managing operational cases and coordinating across departments.
Previous management experience is desirable.
Minimum Skills Required:
Strong analytical, management, human relations, organizational and communication skills
Excellent communication abilities for both internal and customer-facing interactions.
Planning & Organizing Skills. Ability to work within tight timelines and handle multiple priorities.
Responsiveness, attention to detail, and the ability to collaborate effectively with diverse teams.
Microsoft Office & PC Skills
Presentation skills
Leadership skills
Posting Validity:
From July 31st to August 6th
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📌 Lm353:Manager Sales Support (Xico)
🏢 Fedex Group
📍 Xico