"Involves providing solutions support for specialized networks and accounts utilizing various contact platforms such as phone, email, chat, or social media. Lead or senior levels of these positions may: • Handle escalated or more complex issues, • Coordinate team activities or those of agency contract staff, • Support supervisor or manager activities, • Support the design, review and implementation of processes and procedures."
General Job Description Under limited guidance completes the following tasks: • Respond to customers issues utilizing various platforms such as phone, email, chat, or social media.
Main focus: US customers.
• Provide forward thinking solutions for shipment issues leading to positive customer interactions.
• Utilize interpersonal and rapport building skills to promote customer engagement and demonstrate empathy in handling difficult interactions.
• Analyze ongoing trends/problems that affect customer satisfaction and provide feedback for improvement opportunities.
• Provide immediate notification to top accounts when their shipments experience delays or problems.




Continuously communication until problem is resolved.
• Interact with other functional areas to identify needs of top accounts.
• Within established authorities, determines and authorizes solutions to resolve customer issues.
• 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.
• Resolve issues documented in COVs through internal and external contacts.
Follow-up to ensure recommended actions are taken.
• Perform other duties as assigned.
Minimum Requirements: Minimum Education: • High School diploma • Fluent in English (750 TOEIC points) Minimum Experience: • Three (3) years of experience related to customer service in a service environment/industry Minimum Required Skills: • Extensive knowledge of FedEx tracking systems Interpersonal Skills • Excellent Written

📌 Lm178: Specialty Customer Representative-29 (Xico)
🏢 Fedex
📍 Xico