Customer Service Representative providing support to National Sales customers at US Foods. Involve handling inquiries and order processing while collaborating with sales and internal departments.
About the role
- Customer Care Representative providing specialized, proactive service for FedEx's top accounts. Analyzing and resolving service issues while ensuring customer satisfaction through effective communication.
Responsibilities
- 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 Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
Requirements
- College degree preferred.
- Three (3) years experience in customer problem/resolution or two (2) current years as a FedEx call center Customer Representative.
- Extensive knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window based applications.
- Must possess a thorough knowledge of FedEx features of service, along with working knowledge of internal FedEx policies and procedures as they apply to trace, claims, FedEx services, etc.
- Excellent verbal and written communication skills.
- Ability to interact with upper management.
- Detail oriented.
- Proven ability to effective and negotiate sensitive customer issues.
- Ability to speak and write English required.
Benefits
- Provide specialized, enhanced, pro-active service to top accounts.
- Analyze and resolve ongoing service problems for top accounts.
- 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.
- Assist 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 Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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