Involves online and telephone contact with external/internal customers within functional area and completing any related administration.Associate levels may complete some tasks under guidance and may have responsibility for less complex tasks.
**General Job Description**:Under close 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 Integral 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.
**Minimum Experience**:- Three (3) years experience in customer problem/resolution or two (2) current years as a FedEx call center Customer Representative.
**Minimum Required Skills**:- Excellent 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 (35 WPM)- Problem Solving Skills- Skill at using mental reasoning or research to gain insight into or solve problemsTOEIC 600 puntosFedEx 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:- **** Fortune's World Most Admired Companies (14th)- **** Fortune's Best Places to Work (15th)- **** Forbes's One of the "Best Employers for Diversity"- **** FedEx LAC included in the GPTW's Best Workplaces in Latin America Ranking (24th)- **** FedEx Mexico was included in the GPTW Ranking for 18th consecutive years- **** FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible- **** 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.
- **** FedEx Uruguay selected by GPTW among the 5 best companies to work for.

📌 Lm219: Customer Solutions Representative Associate (Cuautitlán)
🏢 Fedex LAC
📍 Cuautitlán