Sr Executive Service Specialist

Job Title

To provide quality and timely information for "at risk" customers as identified by the executive team. Interpreting complex regulations and the effects on clearance processes and be able to provide a root cause analysis of the problem. This does not only extend to the problem shipment at hand but also could be applied to other customer's shipments therefore driving continuous improvement.

Works with all levels of management to resolve specific clearance or customer issues and communicates with external and internal customers in both verbal and written formats to resolve clearance issues.

Researches and analyzes specific problem shipments or customer issues received through electronic or management referral.

Assumes 'ownership' of problem situations to reach a satisfactory resolution for the customer within existing procedural and regulatory guidelines.

Interfaces with various groups to determine gaps and resolution options.

Determines appropriate resources to use for resolving questions on documentation, processes and procedures.

Updates systems information appropriately for internal and external customers to resolve problems and issues.

Perform entry processing as required for both classification and data entry.

Coordinates freight clearance and movement activity when necessary.

Works with senior management to prepare and submit Executive Summaries on clearance issues or specific cases with detailed root cause analysis and recommendations to improve future customer experience.

Assumes responsibility to monitor future customer shipments to evaluate the effectiveness of the proposed changes.

The work may include, but is not limited to processing entries, calling customers and recording information for entry processing.

Responsible for training and guidance to their peers and other teams within their organization as needed.

Advises sales, account executives and all other FedEx personnel, as needed on import clearance issues to enhance the customer experience.

Performs other duties as assigned.

Associate's degree / equivalent.

Five (5) years of experience working directly with customer service and clearance operations in an international express clearance environment. Specifically experience should include three (3) years with direct customer-contact experience and two (2) years of entry writing.

Customer contact experience includes, but is not limited to : experience in a phone based call center environment or experience using analytical skills in problem resolution and communicating the resolutions to the customers in both written and oral formats.

Entry writing experience includes but is not limited to : classification of import entries for submission to customs or auditing import entries for accuracy after clearance by customs.

Excellent working knowledge of company operation systems and U.S. Customs regulations.

PC skills including but not limited to : word, excel, access, and PowerPoint.

Due to the sensitive nature of the issues, high level of visibility and seniority of the audience it is a must to exhibit excellent communication skills (oral and written).

The agent must demonstrate dependability and follow-through skills.

Organizational Skills.

Inter-personal skills.

Handle high volume of work.

Handle time sensitive work.

Ability to use multiple systems and reference material.

Interact with internal staff, management of all levels, internal departments.

Paid Training Provided.

Preferred Qualifications :

Pay Transparency : This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay : Total Base Pay Range 4,075.71 - 5,801.99 USD Monthly.

Additional Details : Hybrid Monday, Tuesday and Wednesday in office; Thursday and Friday work from home. Shift is Monday - Friday 8 : 00AM - 5 : 00PM.

FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!

FedEx Logistics is an Equal Opportunity Employer including, Vets / Disability.