10502 : Customer Service Rep I

POSITION OVERVIEW :

Perform a variety of customer service duties to support FXF Mexico operations, responds to customer’s needs including scheduling of pick-ups, service information, tracing of shipments, identification of problems and resolution through available information or transfer to source.

ESSENTIAL JOB DUTIES / RESPONSIBILITES :

1. Answer call center customer inquiries on service features, delivery and pick-up operational procedures, payment processes, ensuring maximum sensitivity and responsiveness to customer needs, issues, and requirements

2. Provide current shipment information and basic follow-up activity available in computer systems

3. Initiates pick-up, delivery, shipment research, rate quotes, and exception requests

4. Assists and / or resolve customer complaints

5. Provides customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of every transaction

6. Comply with all applicable laws / regulations, as well as company policies / procedures

7. Liaison between customers & service centers in order to resolve operational issues

8. Provides sales leads to sales employees

9. Perform other duties as required

Disclaimer : This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS :

• College Degree / Equivalent & 1 year experience in customer problem / resolution
• Bilingual English / Spanish, written & verbal skills
• Good research, problem solving skills with emphasis on operation, credit, billing, collections, tariffs, pricing, rating and general company policy and procedures
• Good negotiating and mediating skills
• Organized with the ability to multi task
• Motivated with the ability to make independent decisions
• Good computer skills (Excel, Word and Outlook
• Clear and articulate speaking voice
• Excellent human relations, communication, and telephones etiquette skills
• Must successfully complete the assigned customer service basic courses
• Ability to work variable shifts

WORKING CONDITIONS :