"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 DescriptionUnder 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 & Verbal Communication Skills• Detail oriented• Proven ability to effectively negotiate sensitive customer issues• Team Working Skills• Microsoft Office & PC Skills• Problem Solving Skills• Skill at using mental reasoning or research to gain insight into or solve problems

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