Client Ops Program Specialist

Client Operations Program Specialist

The Client Operations Program Specialist position is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the overall FXO products and services offering. The position is a key contact point between major customer accounts that require specific and/or unique workflows in order to do business with Fed Ex Office. This position will work with proprietary Fed Ex Office and or customer-based systems in order to facilitate services provided to assigned customers.

This position will partner with internal teams and closely work with end customers and be an expert in Fed Ex Office capabilities, systems, and processes by providing senior level customer support and communications throughout the life cycle of the services for the assigned customers.

The desired location for this position would be Richmond, VA or McLean, VA Employees will be required to work at the Fed Ex location five days a week.

• Prepare and maintain records and report for supported client operations
• Design, develop and maintain databases and other tools to support client operations
• Examine and analyze client data to ensure accuracy and compliance with contractual obligations and procedures
• Reconcile processed work by verifying information in reports and systems
• Vendor account management that could include project management, operations coordination, relationship management, records maintenance, purchase order creation, invoice processing and other tasks as needed
• Collaboration with business partners to support client operations
• Develop, document, and implement new program-level procedures to improve customer experience
• Support gathering of data for service level agreement compliance, escalations, improvements, and program changes
• Provide outstanding customer service via phone and email to customers, commercial sales, and internal teams
• All other duties as needed or required

• Bachelor's degree or equivalent experience
• 5 + years back-office experience required
• 5+ years customer service experience
• Proficient in Microsoft Office tools, including Word, PowerPoint, Outlook, and Excel
• Excellent customer service, communication, and organizational skills
• Prior experience utilizing data to drive business decisions and measure results
• Prior experience in implementing complex projects in operating environments
• Some travel may be required
• Ability to quickly become accustomed to changing technologies and adapt work-in progress to changing conditions and information

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability, on a consistent basis, to work within the appropriate level of independence
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the Fed Ex Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.

• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports Fed Ex Office Quality initiatives.

Fed Ex Office is an Equal Opportunity Employer including, Vets/Disability.

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