Client Ops Program Specialist

POSITION SUMMARY:

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 to facilitate services provided to assigned customers.

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

• Prepare and maintain records and reports 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 including project management, operations coordination, relationship management, records maintenance, purchase order creation, invoice processing and other tasks as needed
• Collaborate 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 teams, and internal teams
• Perform all other duties as needed or required

• Bachelor's degree or equivalent experience
• 5+ years back-office experience
• 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 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

• Travel as required to meet customers, vendors, and business needs
• Maintain attention and concentration for extended periods of time on a consistent basis
• Read and interpret documents and instructions from customers, vendors, and team members on a consistent basis
• Communicate effectively with customers, vendors, and team members consistently
• Perform work activities requiring cooperation and instruction consistently
• Function in a fast-paced environment under substantial pressure on a consistent basis
• Work within the appropriate level of independence consistently
• Report regularly and maintain established business hours to support Fed Ex Office business, including regular attendance at a physical location if required

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. The role involves suggesting areas for improvement in internal processes along with possible solutions.

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

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

Fed Ex Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email

Fed Ex Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment, and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information.

If you are applying in Philadelphia, PA, you can learn about Philadelphia's fair chance hiring law.

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