Cust Exp Pickup Coordinator (CXPC)-2

Customer Service Advocate

Serves as a vital customer advocate, focusing on enhancing new customer activation, improving the pickup experience, and ensuring responsiveness to any customer issues. Involved in all facets of the operation which include working directly with Sales teams, Customers, Call Centers, Independent Contractors (IC), Independent Service Providers (ISP), Couriers, and all levels of Surface Management. Acts as a liaison between all groups to quickly resolve any current or ongoing issues and works to strengthen teamwork and collaboration within the groups supported.

Essential Functions

• Continuous execution of established CXPC plans, including those for daily performance, holiday performance, and contingency execution.
• Effectively communicates, balancing multiple tasks and priorities to balance different work streams simultaneously to achieve goals and provide excellent customer service.
• Builds relationships and networks with all groups supported, which requires visiting assigned locations to perform meetings and hold discussions with the key players.
• Performs in-location and on-road observations.
• Compiles data to support service improvement and cost reduction recommendations.
• Performs other duties as assigned.

Minimum Education
High school diploma or GED required.

Minimum Experience
One (1) year of customer service, transportation sales, or related experience required with primary emphasis on pickup and delivery coordination between CXPC, drivers and external customers in a logistics/distribution and/or transportation environment.

Knowledge, Skills, and AbilitiesStrong human relations and communication skills both verbal and written to explain information to various audiences. Customer service skills to respond effectively to requests and resolve issues. Ability to build and maintain collaborative working relationships and work in a team environment. Ability to act independently in making workload and allocation decisions and to work in a rapidly changing environment with strict time parameters. Time management, organizational, and multi-tasking skills to work in a fast-paced environment. Ability to work with large amounts of data to compile and report for decision making on company initiatives. Ability to complete the required CXPC new hire and recurrence technical training.

Job ConditionsAn in-office position that cannot be worked remotely. Non-covered safety sensitive position; ability to work in a constant state of alertness and in a safe manner.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process.

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

• E-Verify Notice
• Right to Work Notice