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Customer Service Representative

2 months ago

Grand Rapids, Michigan, United States FedEx Full time
Job Summary

We are seeking a highly skilled and detail-oriented Customer Service Representative to join our team at FedEx. As a key member of our Service Center Support team, you will be responsible for providing exceptional customer service, processing documentation, and performing administrative duties to ensure seamless operations.

Key Responsibilities
  • Provide accurate and timely information to customers regarding their shipments, including pick-up and delivery needs, problem resolution, and special handling requirements.
  • Verify and complete required documentation and reports, ensuring compliance with company policies and procedures.
  • Enter freight shipment information into our computer system, including status updates, freight bills, and other relevant details.
  • Administer the freight pick-up process, ensuring timely and efficient delivery of shipments.
  • Assist customers via phone, email, and other channels in resolving inquiries, including tracing shipments, rate quotes, and billing discrepancies.
  • Make freight delivery appointments and review drivers' Hours-of-Service logs to ensure accuracy.
  • Communicate with sales, operations, and other service centers to ensure customer needs are met and issues are resolved.
  • Reconcile cash and checks collected, prepare deposits, and prepare COD check remittance to customers.
Requirements
  • High school diploma or equivalent required; two years of general office experience preferred.
  • One year of customer service experience and previous transportation experience preferred.
  • Strong phone and interpersonal skills, with the ability to count and perform basic math.
  • Strong written and verbal communication skills, with the ability to comprehend FedEx service products and use general office equipment.
  • Typing/data entry skills and ten-key skills preferred.
  • PC experience with the ability to learn required computer systems/programs.
  • Demonstrated time management, organizational, and multi-tasking skills, with the ability to handle confidential information.
Working Conditions

This role is based in an office/dock environment, with a fast-paced and deadline-oriented work environment. Hours may vary due to operational needs.