Customer Pickup Coordinator
Company: FedEx Ground Careers US
Location: Newark
Posted on: June 21, 2022
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Job Description:
Auto req ID: 350450BR Position Type: Full time Employee Type:
Non-Exempt Job Summary Serves as a ---customer advocate--- by
improving new customer activation, pickup performance and
responsiveness to customer issue resolution at assigned station(s).
Communicates with various internal and external resources,
responding to requests and issues to ensure a positive pickup
experience and improved service quality index (SQI). Supports
ongoing implementation of new and enhanced Customer Pickup
Coordination (CPC) processes with various stakeholder audiences by
providing information and updates. Essential Functions --- Provides
internal and external customer service and issue resolution within
defined timeframes and according to quality standards and
expectations. --- Establishes new and updates existing FedEx Ground
scheduled pickups, which requires communication and coordination
with sales, customers, Independent Contractor (IC)/Independent
Service Provider (ISP) business contacts and station management.
Creates and maintains pickup files. --- Responds to daily inquiries
and requests for assistance from IC/ISP business contacts when
contingencies are exhausted to support service recovery. Performs
requested pickup transfers and obtains customer approval for pickup
window change to help provide an optimal pickup experience and
ensure on-time pickups. --- Monitors customer service requests
related to on-road package status and coordinates customer
communication to IC/ISP business contact/driver for notification
and response. --- Investigates calls regarding customer-perceived
missed pickups and facilitates resolution. Provides timely customer
follow-up on disposition and documents for station management to be
able to conduct appropriate business contact follow-up. --- Surveys
new shippers regarding first scheduled pickup experience and
follows up with appropriate departments as necessary to ensure
expectations are met . --- Contacts customers with non-productive
pickup status to determine opportunities for schedule changes. ---
Reinforces and reiterates changes to CPC processes with IC/ISP and
station management while working on daily pickup activity. ---
Executes CPC plans including those for holiday and contingency
situations. --- Visits assigned station(s) to establish and build
professional relationships and review opportunities to improve the
customer and pickup experience. Minimum Education --- High school
diploma or GED required; Bachelor---s degree in Business,
Logistics, Communications or related area preferred Minimum
Experience --- One (1) year customer service, transportation sales,
pickup and delivery administration or management, transportation
dispatch or directly related experience required. Bachelor---s
degree in Business, Logistics, Communications or related area is
accepted in lieu of required experience Required Skills, Abilities
and / or Licensure --- Verbal and written communication skills
necessary to effectively explain various information and data to a
variety of audiences --- Customer service skills necessary to
effectively and professionally respond to requests; demonstrated
customer issue resolution experience required, via phone preferred
--- Ability to build collaborative working relationships;
experience working in a team environment to accomplish goals
preferred --- Ability to influence others without authority ---
Time management, organizational and multi-tasking skills necessary
to work in a fast-paced environment, while maintaining a high
attention to detail and accuracy to achieve daily assignments and
goals --- Ability to compile data to support service improvement
and cost reduction recommendations --- Software skills, including
use of Microsoft Office software and web-based applications ---
Ability to successfully complete required CPC new hire and
recurrence technical training Other Job Description Information
This position may be eligible for the Geographic Pay Differential
Program. Candidates must be open to working 8 hour rotating shifts
between 7:00am - 7:00pm. Some local travel may be required. Hours
may include Saturday and/or Sunday working hours as needed. % of
Travel for the Position: 0%-25% Address: 8333 Central Avenue City:
Newark State: California Zip Code: 94560 Domicile Location:
FXG-US/USA/P943/Fremont Colocation EEO Statement FedEx Ground is an
equal opportunity / affirmative action employer
(Minorities/Females/Disability/Veterans) committed to a diverse
workforce Search Engine Description: Administrative Customer
Service General
Keywords: FedEx Ground Careers US, Newark , Customer Pickup Coordinator, Other , Newark, California
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