Sr CSS​/Training Spec

This is an interview position.

In collaboration with Learning and Development (L&D) leads the Customer Service Support (CSS) team with the analysis, design, development, implementation, instruction and evaluation for Customer Service (CS) training programs. Determines solutions for performance problems and issues and develops recurrent training. Acts as the
subject matter expert and communications specialist within the Customer Service department. Leads the testing and analysis of Customer Service global desktop applications, processes and performance statistics, and provides performance based solutions. Leads maintenance and updates of the information resource web based application. Ensures training material is always current and up-to-date. Provides leadership and mentoring for all training positions within Customer Service.

REQUIRED KNOWLEDGE,

SKILLS AND ABILITIES

College Diploma or Equivalent

3 years general business experience including one (1) year Fed Ex Call Center experience & two (2) years of contact management application analysis, support, recommendations and testing;

2 years facilitation or training experience

Microsoft Excel
- Advanced

Microsoft Word
- Advanced

Microsoft Power Point
- Advanced

Excellent knowledge of Fed Ex products, features of service and processes as it relates to Express and Ground on a Domestic and International scope

Ability to organize & prioritize large amounts of data

Some travel required

REQUIRED KNOWLEDGE,

SKILLS AND ABILITIES

College Diploma or Equivalent

3 years general business experience including one (1) year Fed Ex Call Center experience & two (2) years of contact management application analysis, support, recommendations and testing;

2 years facilitation or training experience

Microsoft Excel
- Advanced

Microsoft Word
- Advanced

Microsoft Power Point
- Advanced

Excellent knowledge of Fed Ex products, features of service and processes as it relates to Express and Ground on a Domestic and International scope

Ability to organize & prioritize large amounts of data

Some travel required

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details: Posting closes on 06/19/2026. It is a temp assignment for a period of up to 18 months, & based at any of the 3 Canadian contact centres (Mississauga, ON, Richmond, BC or Montreal, QC). Candidate to be hired at Assoc, Mid or Snr level by experience.

DISCLAIMER

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job. The incumbent of this position is expected to perform all other duties as assigned, must be able to complete and achieve minimum thresholds on any mandatory testing and training, must be able to operate in an PC windows environment, have the ability to successfully complete all recurrence training and maintain annual accreditations where applicable and work varying shifts based on business needs.

If the incumbent resides in the province of Quebec, you must be bilingual (French and English). In addition to the usual factors used in the selection process, all candidates for positions that require driving as a core competency require a valid driver's license (e.g. Class 5,G, or 1[AZ]) and a driving record with two or fewer violations and/or accidents in the 24 months prior to the date of application.

Further, candidates will be assessed through careful consideration of:
1) their current driver's abstract;
2) their performance during application interviews; and
3) their performance on any driver competency assessments administered

Employment Equity Statement

At Fed Ex our value of Taking Care of Each Other is reflected in our commitment to being an inclusive employer, one that represents the diversity of our customers and the communities in which we serve. We foster respectful, safe and inclusive workplaces where everyone is valued for their unique contributions. Applications from all qualified candidates are welcome. We encourage women, persons with disabilities, Indigenous persons, and people from culturally diverse and 2

SLGBTQ+ communities to apply. Please let us know if you need an accommodation during the recruitment and selection process. We will work with you to support your needs.