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Calle Barranca Honda final s / n, Lote 2 Zona San Martin Obispo, autopista Chamapa Lecheria 54769 Cuautitlan Izcalli, MEX Mexico
High School diploma. Some college preferred. Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam.
Must successfully complete the Reading, Listening, and math sections of the basic Skills Test. Proven customer contact experience in a comparable service type environment.
FedEx Call Center Experience preferred. Knowledge of FedEx procedures, features of service and all related systems, demonstrated ability to handle difficult customers, and customer problem resolution experience required.
Sales experience preferred. Ability to communicate effectively under pressure. Time management and strong organizational and interpersonal skills.
Ability to work variable shifts. Ability to work with limited supervision. Note : Testing requirements can be waived only for career progression within the same family.
To ensure the resolution of customer issues / problems / requests through troubleshooting, research and data compilation via telephone, fax, email, internet and face-
to-face customer visits. Provide in-depth, specialized assistance in the areas of Claims, Freight, Trace, Dangerous Goods, Customs, etc.
Demonstrates independent decision-making abilities to result in the mutual satisfaction of the customer and FedEx while promoting customer goodwill and maintaining the customer base. x000D
Evaluates inquiries and complaints regarding international and freight shipments from customer base. Researches inquiries, service exception requests, and complaints on international shipments and provides shipper, recipient, or other party with regular status reports until issue is resolved.
Interfaces with other FedEx departments (, marketing, ramps, stations, claims, etc) to ensure expeditious resolution and enhanced customer satisfaction.
Coordinates package re-routing upon customer request and provides shipment scheduling / dispatch information. Identifies internal department responsible for specific account issue and guides customer to appropriate contact(s).
Initiates credits / refunds and other compensatory measures and expediting in order to minimize the impact of service failures.
Codes each failure for reporting purposes. Documents research efforts and findings real-time in COSMOS / One Source and others as required.
Pro-actively identifies service failures, notifies customers and stations and provides assistance to avoid, correct or minimize the adverse effects of anticipated failures.
Identifies and reports to management existing or potential package or system problems and inconsistencies, such as, service failures, improper operations procedures and security problems.
Claims : Investigates cargo claims requests verifying damage / loss. Determines limits of liability and payment. Initiates and processes claims up to a predetermined amount, and completes claim summaries.
Assists customers regarding appropriate documentation. Follows up with customers via phone, letter or e-mail as necessary.
Trace : Utilizes the trace functions (queues) of international shipments, including but not limited to scan interpretations, package locations, expediting if necessary including aircraft charter if required.
Follows up with customers via phone, letter or e-mail as necessary. Customs : Works with broker for clearance units worldwide to expedite the customer clearance process.
Identifies appropriate external / internal resources to address customer’s specific issues and assists customer to contact them.
Freight : Provides specialized / customized service to FedEx top revenue commercial and wholesale Airfreight accounts. Books all 023 and IPFS shipments directly into KIAC or NBS, coordinates and sends daily airfreight pre-
alert messages. Coordinates with ramp personnel and FMC to ensure shipments move as planned. Dangerous Goods : Handles calls from customers who want to ship Dangerous Goods.
Provides overall export consulting. Pre-checks Shipper’s Declaration to make sure it is within IATA regulation. Follows up on DG shipments that are pending customs or subject to operational delays and procedures.
Internet Inquiries : Handles internet inquiries received though