LM007: Service Agent II

Description

"Involves the completion of administrative tasks and coordination relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities , despatch activities and local customer service. While operational tasks may be part of these roles, the majority of time is spent on office-based activities.
Lead or senior levels of these positions may:
• Handle escalated or more complex issues,
• Coordinate team activities or those of agency contract staff,
• Support supervisor or manager activities,
• Support the design, review and implementation of processes and procedure"

General job description:
• Assists customer by tracing packages, answering questions regarding FedEx products and services and providing over-the-counter service and over the phone service.
• Types or otherwise prepares various operations reports.
• Handles customers with packages in cage.
• Maintains and audits records and files as assigned (airway bills).
• Review airway bills and register as necessary. Interfaces with customers on customs related issues.

• Provides administrative and clerical support to Station Ops Manager.
• Checks packages to ensure proper labeling, legality of content including weight and size, proper wrapping, insurance values, special requirements for hazardous material shipment and compliance with Customs documentation required at destination.
• Maintains neat and clean appearance of the workplace/front counter, self and uniform.
• Recognizes new customers or additional business opportunities, opens new accounts, obtains additional shipments and submits sales leads.
• May be required to perform other duties as assigned

Minimum Requirements
Minimum education
• High School degree/Equivalent
• Proficiency in English (450 TOEIC points)

Minimum Experience
• Previous clerical or customer service experience in a service environment or 18 months of experience as a Service Agent

Minimum Required skills:
• Ability to lift 70 lbs. (32 kgs) and to maneuver packages weighing up to 150 lbs. (68 kgs) with appropriate equipment
• Good general office skills required including typing, filing and computer literacy.
• Excellent communication, organizational and human relations skills
• Clear and articulate speaking voice.
• Clean cut and neat appearance
• Ability to successfully complete the Reading, Listening, Sorting and Math sections of the Basic Skills Test
• Able to work variable shifts

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