Customer Support; Hub Operations; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Claims Handling; Escalated Issue Resolution; Enquiry; Enquiries (Ad Hoc); Basic Complaint Handling; Basic Issue Resolution
Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.
Job Category
Customer Experience
Job Purpose
Responsible for managing and growing strategic global customer relationships by delivering an exceptional customer experience across all touchpoints. Acts as the primary point of contact for assigned global accounts, ensuring service excellence, issue resolution, operational compliance, and alignment with customer expectations and business objectives. Builds trusted partnerships with customers and internal stakeholders to drive customer satisfaction, retention, and continuous improvement.
General Accountabilities
Customer Relationship Management
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Serve as the primary relationship manager for assigned global accounts, building long-term partnerships based on trust, responsiveness, and business understanding.
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Develop a deep understanding of customer business requirements, supply chain priorities, and service expectations.
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Conduct regular business reviews to discuss service performance, identify opportunities for improvement, and strengthen customer relationships.
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Proactively identify opportunities to enhance the customer experience and support account growth.
Customer Experience & Service Delivery
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Ensure consistent delivery of agreed service levels and customer commitments across regional and global operations.
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Monitor customer performance metrics and service trends, taking proactive action to address risks and improve outcomes.
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Prepare monthly/quarterly service level reviews
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Coordinate with cross-functional teams to ensure seamless execution of customer requirements and operational processes.
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Assist relevant departments in preparing customer specific SOP’s
Problem Solving & Issue Resolution
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Lead the investigation and resolution of customer issues, service failures, and operational exceptions, ensuring timely communication and effective closure.
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Analyse root causes and collaborate with internal teams to implement corrective and preventive actions.
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Exercise sound judgment when resolving complex customer situations and escalate critical issues where appropriate.
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Maintain ownership of customer issues until full resolution and customer satisfaction are achieved.
Communication & Stakeholder Management
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Build strong working relationships with internal stakeholders across Operations, Sales, Customer Service, Finance, IT, and Product teams to deliver integrated customer solutions.
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Communicate clearly and professionally with customers regarding service performance, operational updates, and improvement initiatives.
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Facilitate customer meetings, service level reviews, and cross-functional discussions to align priorities and drive action plans.
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Support knowledge sharing, process documentation, and coaching within the Customer Experience team.
Reporting & Data Management
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Analyse customer performance data, operational KPIs, and service trends to provide actionable insights.
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Ensure the accuracy and integrity of customer data maintained within company systems.
Compliance & Governance
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Ensure customer commitments are delivered in accordance with company policies, contractual obligations, regulatory requirements, and operational standards.
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Maintain confidentiality of customer information and ensure compliance with data privacy and security requirements.
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Escalate compliance risks or service concerns to management as appropriate.
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Support governance processes related to customer accounts and service management.
Collaboration & Continuous Improvement
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Partner closely with regional and global operational teams to deliver consistent customer experiences across multiple geographies.
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Participate in customer-focused improvement initiatives and process optimization projects.
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Provide feedback on systems, processes, and customer experience opportunities to enhance operational effectiveness.
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Promote a customer-centric culture through collaboration, accountability, and continuous improvement.
Key Competencies
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Customer Experience Management
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Stakeholder Management
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Problem Solving and Decision Making
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Service Recovery and Issue Resolution
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Data Analysis and Reporting
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Process Improvement
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Cross-functional Collaboration
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Time Management and Prioritization
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Commercial Awareness
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Compliance and Governance
Preferred Qualifications & Experience
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Bachelor’s degree in business, Supply Chain, Logistics, Customer Experience, or a related discipline.
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Experience managing strategic or global customer accounts within logistics, transportation, supply chain, or customer service environments.
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Strong analytical skills with experience using CRM, reporting, and performance management tools.
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Excellent communication, presentation, and relationship management skills.
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Demonstrated ability to manage multiple stakeholders across regions and functions.
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Experience working in a fast-paced, customer-centric global organization.
Interpersonal Skills;Written & Verbal Communication Skills;Team Working Skills;Microsoft Office & PC Skills;Problem Solving Skills
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.
