Description
Involves management responsibility for a team of people or a specific location(s) within
the business. Teams may include contractors and all categories of employees: Clerical, Supervisory, Secretarial, Professional, Advisory. Management responsibilities include disciplinary action up to and including dismissal.
As manager of the Sales Operations Resolution Team (SORT), coordinate the team to achieve successful customer support. The team's objective is to 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:
- Receive requests from Sales for assistance to solve customers' issues
- Develop action plans and establish follow-up steps to resolve inquiries.
- Keep close communication with customers in order to identify their business needs
- Serve as the primary point of contact across departments to coordinate and execute action plans.
- Confirm issue resolution with team members and customers
- Communicate outcomes clearly and effectively.
ADDITIONAL MANAGER DUTIES:
- Train the team agents using a train-the-trainer approach
- Coach, lead and procure team engagement
- Distribute cases among team members to ensure timely resolution
- Oversee the COPs (Customer Order Problems) cases, which total about 1,000 cases per month
- Perfoms other duties as required
Minimum Education:
- Bachelor's Degree/equivalent in a quantitative discipline
- Spoken and written fluency in local language as well as English.
Minimum Experience:
- Six (6) years in a customer experience or sales support position, managing operational cases and coordinating across departments.
- Previous management experience is desirable.
Minimum Skills Required:
- Strong analytical, management, human relations, organizational and communication skills
- Excellent communication abilities for both internal and customer-facing interactions.
- Planning & Organizing Skills. 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
- Presentation skills
- Leadership 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