Description
Involves online and telephone contact with external/internal customers within functional area and completing any related administration.
As a collaborator of the Sales Operations Resolution Team (SORT), provide critical operational support to sales teams across multiple segments, ensuring smooth resolution of delivery interruptions, operational stops, and strategic requests. SORT plays an essential role in supporting Network 2.0 rollouts and maintaining high customer satisfaction levels.
The Sales Operations Resolution Team supports sales operations of the United States and Canada. Specifically, the segments of Worldwide Sales (WWS), Customer Success Management (CSM), Field Sales and Digital Sales
PRINCIPLE DUTIES AND RESPONSIBILITIES:
Under general supervision, the representative completes the following activities:
- Resolve customer and operational issues submitted through sales and other channels, including support for pickup/delivery stops, Customer Operating Plans (COPs), and customer education on self-service tools.
- Coordinate timely issue resolution by investigating, determining root causes, communicating action plans, and following up to ensure customer satisfaction.
- Provide strategic support and project management for all sales segments, particularly for large customers and multi-location cases.
- Proactively improve customer satisfaction by analyzing trends, engaging customers with empathy and collaborating with other teams to identify the needs of top accounts.
- Fulfill other duties as assigned, with a primary focus on customers in the US and Canada.
Minimum Education:
- High School diploma or equivalent education. Some bachelor's degree preferred
- Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (750 points).
Minimum Experience:
- Two (2) years in a customer experience or sales support position, managing operational cases and coordinating across departments.
Minimum Skills Required:
- Strong problem-solving and analytical skills.
- Excellent communication abilities for both internal and customer-facing interactions.
- Ability to work within tight timelines and handle multiple priorities.
- Responsiveness, attention to detail, and the ability to collaborate effectively with diverse teams.
- Microsoft Office & PC Skills
Internal Posting Application Instructions
If you are interested in applying, please upload a single PDF file containing the following documents: This file must be uploaded to the Workday system in the designated resume/CV field.
- Updated Resume/CV
- Cover letter
- Current TOEIC scores (600 pts. required only if the applicant's native language is not English)
📌 Important:
- ⚠️ Note for candidates from other divisions: If you are an employee of another division (non-FedEx Mexico), you must apply through the external process via FedEx Careers.
- Pursuant to Policy 4-15 (Career Opportunity) of the LAC People Manual: "An employee's failure to provide complete information that clearly demonstrates whether they meet the required qualifications for the advertised position may result in them not being considered."
🗓️ Posting Validity: From July 31st to August 6th