Customer Service Specialist Shift 2

Company: FedEx Logistics
Location: Tonawanda
Posted on: November 20, 2022

Job Description:

Create extraordinary customer satisfaction by taking customer's perspective, anticipating customer needs, coordinating resources as well as coordinating transportation and customs clearance for international customers including providing rate quotes, to ensure timely and accurate service to all customers, including FedEx operating companies. Conduct proactive communications to new accounts, and high revenue accounts, to ensure high quality service standards are met and/or surpassed. Research and contact accounts with a downward trend in business to identify possible service issues, or threats to business. Proactive calls serve to improve and strengthen relationships with these accounts so customer retention is improved. Here is what you get as a FedEx Employee: At FedEx Logistics, you'll find everything you'd expect of a people-first, global industry leader. FedEx offer a chance at a long rewarding career within one of the World's Top Companies. From benefits to special training to advancement opportunities, our offering is deep and wide to match our commitment to your career aspirations. Employee compensation and rewards are structured to acknowledge individual effort, stimulate new ideas, encourage outstanding performance, and promote teamwork. FedEx Offers an attractive and comprehensive package of pay benefits and quality of Work/Life programs. Salary Increases - Salary increase based on individual performance Tuition Assistance - Subsidy for continuous learning and education Paid Time Off - Vacation, holiday, sick leave Health Care Program - Medical coverage and dental coverage Additional Benefits - Life, Disability (short/long term) 401(k) Program - Financial security in retirement Reduced Shipping Rate - Exclusive discounts for personal shipping LifeCare and LifeMart Benefits - Discount programs (e.g., car, restaurants, movies, daycare, pet care and more) Job Description Summary: Provide and ensure high level of customer service by developing and maintaining a strong relationship with internal and cross OpCo front line personnel in various operation divisions as well as senior and executive management. Provide pricing, routing information, tracking and tracing of ocean and air import and export freight as well as shipment status to internal or external customers on an individual or report basis. This includes processing of cargo booking and insurance requests. Guide and council internal and external customers (including OpCo's) as to the proper and legal manner to move freight by properly understanding and interpreting federal maritime commission, international air transport association and U.S. Trade regulations and policies. Assist in the training & instruction of new employees in the proper performance of their job and familiarize them with all company policy. Maintain a knowledge of industry developments as well as all FTN and cross OpCo's services and product offerings through maintaining contact with internal customers and reading company materials. This includes familiarity with FedEx trade networks and other OpCo fees, carrier and other third party service capabilities. Work with sales & management to identify and forward qualified leads for follow up by the responsible sales director, or account executive. Responsible for responding to customer inquiries via multiple methods by analyzing issues and offering appropriate solutions to ensure timely and accurate processing of imports and exports. This includes providing necessary information and ensuring adjustments to instructions or procedures are made. Proactively communicate with top accounts (not assigned a specific individual account advisor) to ensure high quality service standards are met and/or surpassed. Counsel customers and their international transactions so they can stay compliant with other government agency laws, rules and regulations by providing accurate and timely information. Serve as a critical communication link between customer, other external parties, and the various functional and geographic areas within our company including operations, technical operations, accounting, credit, collection, information systems, and sales. This includes gathering and preparing data for other departments. Facilitates set up of new accounts for FedEx Trade Networks clearances (northbound, southbound, and air/ocean) internally as well as with the port. Develop and manage communication projects that are assigned to the team, including tracking and reporting to members of senior management. Qualifications: 3-5 Years of customer service experience with a demonstrated high level of performance. Comprehensive knowledge of the int'l ocean and air transportation industry strongly preferred. Comprehensive knowledge of domestic and international brokerage. Comprehensive knowledge of FedEx Trade Networks internal policies, procedures and processes. General knowledge of all FedEx operating comps services and products preferred. Thorough knowledge of customs and other governmental agencies laws, regulations and procedures. Demonstrated ability to communicate effectively in writing, orally and in person. Strong organizational skills and good attention to detail. Knowledge of features and benefits to FedEx Trade Networks software products and services. Proficient in Microsoft word, Excel access, and power point. Strong inter-personal skills. A high standards of performance to promote quality both internally and externally. Additional Information Posting Date: 2022-11-15 Job Posting End Date: 2022-11-23 Shift: Monday through Friday 3:30 pm - 12:00 am Location: Riverwalk location, Tonawanda, New York Training: Onsite at Riverwalk up to 6 months After Training: Options for Work from home at Manager discretion **INTERNAL APPLICANTS: Please attach a copy of your latest performance review with your application.** FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you! FedEx Logistics, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their protected veteran or disability status. FedEx Logistics, Inc. participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please ready the E-Verify Notice available in English (https://e-verify.uscis.gov/emp/media/resourcesContents/E-Verify_Participation_Poster.pdf) and Spanish (https://e-verify.uscis.gov/emp/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf) before proceeding with your job application. Click here to read the Right to Work Notice available in English (http://ftn.fedex.com/careers/OSC_Right_to_Work_Poster.pdf) and Spanish (http://ftn.fedex.com/careers/OSC_Right_to_Work_Poster_ES.pdf). Additional information about the E-Verify program can also be found at www.uscis.gov. Pay Transparency Policy Statement: The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless required to do so by law or the FedEx Logistics Legal Department. Import Notice to All Applicants: FedEx Logistics is engaged in an industry regulated by federal law that prohibits it from employing convicted felons. Therefore, it must determine whether applicants have been convicted of felonies before a hiring decision is made. A criminal background check will be required of all selected applicants before a hiring decision is made. Equal Employment Opportunity: As a federal government contractor, we are committed to employ and promote qualified minorities, females, individuals with disabilities, and covered veterans (including, but not limited to, disabled veterans, recently separated veterans, Armed Forces service medal veterans, and other protected veterans. Our philosophy and commitment to equal employment opportunity and non-discrimination is the bedrock to job opportunities for all employees and applicants without regard to an individual's protected status (i.e. race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth, or related condition, religion, creed, age, disability, genetic information, veteran status, or any other protected status.) Click here and here to read more about "Equal Employment Opportunity is the Law." FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00) FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.

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