Service Center Support

Customer Service Representative

POSITION OVERVIEW: Responsible for handling the needs of customers, processing documentation that accompanies the movement of freight, and performing other administrative and customer service duties as necessary in the daily operation of the service center.

Essential Functions

Administrative/Clerical Functions: Maintain files, copying, imaging, answering phones, data entry, sorting/distributing mail and/or packages.

Documentation and Reports: Verify and complete required documentation and reports.

Customer Assistance: Provide accurate information and assistance to customers, which includes determining pick-up and/or delivery needs, problem resolution, updating systems to meet customer special handling requirements, selling company services and provide potential leads to sales.

Freight Shipment Information: Enter freight shipment information into computer system to include, but not limited to, accurately status shipments, generate freight bills and/or correct freight bills, etc.

Freight Pick-Up Process: Administer freight pick-up process, as required.

Customer Inquiries: Assist customers via phone, e-mail and/or fax in all inquiries, including but not limited to, tracing shipments, rate quotes, tariff discrepancies, billing and/or invoicing questions, etc.

Freight Delivery Appointments: Make freight delivery appointments, as required.

Driver Logs: Review drivers' Hours-of-Service logs to ensure accuracy, as required; report discrepancies to appropriate leadership member.

City Operations: Assist city operations, including but not limited to, checking-in drivers and processing related documentation, coordinating drop-off situations, coordinating driver collections, etc.

Interdepartmental Communication: Communicate with sales, operations and other service centers and/or departments to ensure customer's needs are achieved and all issues are resolved.

Cash and Checks Reconciliation: Reconcile cash and checks collected, prepare deposits and prepare COD check remittance to customers, as required.

Compliance: Comply with all applicable laws/regulations, as well as company policies/procedures.

Other Duties: Perform other duties as required.

Qualifications

• High school diploma or GED
• Two years general office experience preferred
• One year customer service experience, preferred
• Previous transportation experience preferred
• Strong phone and interpersonal skills
• Ability to count and perform basic math, with or without a calculator
• Strong written and verbal communication skills
• Ability to comprehend the various FedEx service products to assist in determining customers' needs
• Ability to use general office equipment, e.g. computer, fax machine, copier, scanner, etc
• Typing/data entry skills
• Ten-key skills preferred
• PC experience with the ability to learn required computer systems/programs
• Demonstrated time management, organizational and multi-tasking skills
• Ability to handle confidential information
• Ability to follow instructions and complete required training
• Ability to work independently and/or as a team member
• Ability to work in a fast-paced team environment

Working Conditions

• Office/dock environment
• Fast-paced; deadline oriented
• Hours may vary due to operational needs

Pay Transparency

Pay:

Additional Details: Starting Rate of Pay: $22.01 / hour

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.