Representante de Atendimento a Clientes Estratégicos Jr (INTL) RC752512

Involves online and telephone contact with external/internal customers within the functional area and completing related administration tasks. The position's responsibilities vary based on the family level; Associate levels may complete some tasks under guidance and handle less complex tasks. GENERAL JOB DESCRIPTION: Under close guidance, the employee will: Track packages and KPIs, completing related administrative tasks. Serve as a direct contact for key accounts, providing priority assistance and responding to customer requests promptly. Demonstrate decision-making skills to ensure customer satisfaction aligned with FedEx standards. Communicate corporate guidelines regarding service concerns, analyze trends affecting customer satisfaction, and provide feedback for improvements. Prepare necessary reports. Notify key accounts immediately of shipment delays or issues, maintaining communication until resolved. Handle calls, take responsibility, and follow up with customers seeking assistance, escalating to senior management if necessary. Within authority, determine solutions to customer problems, coordinating with other departments for quick resolution and satisfaction. Guide sales and operations on geopolitical or operational issues impacting service. Assist customers in preparing shipment paperwork and communicate customs documentation requirements. Use specialized software to access and update customer data, maintaining comprehensive records to anticipate needs and inform customers of updates or changes. Follow up to ensure continued use of FedEx services. Collaborate with sales managers to identify key account needs and assist global accounts and international services via help desk email. MINIMUM REQUIREMENTS: Education: High School diploma required; Bachelor's degree preferred. Language & Skills: Advanced English preferred; Intermediate Excel skills required. Experience: Minimum 1 year in a service or customer service environment. Skills: Interpersonal, written & verbal communication, Microsoft Office & PC skills, problem-solving, organizational, and adaptability skills. ABOUT FED EX: FedEx is recognized globally as a top company, known for innovation, workplace excellence, and social responsibility. Our awards include: 2020 Fortune’s World Most Admired Companies (14th) 2019 Fortune’s Best Places to Work (15th) 2019 Forbes’s “Best Employers for Diversity” 2020 GPTW’s Best Workplaces in Latin America (24th) 2021 GPTW’s ranking for Mexico (18th consecutive year) Multiple certifications for social responsibility and sustainability efforts. J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 6/15/2025