Implementation Specialist

Create extraordinary customer satisfaction by focusing on a unique total account maintenance by serving as the primary contact for global east and west customers from on-boarding to establishing service specific requirements by coordinating initial customer set up requirements between internal and external resources and provide a set up that will ensure ongoing smooth error free service for all customers including Fed Ex operating companies highest revenue accounts.

Receive new customer acct info from customers, ops, acct executives & global business dev managers; & initiate primary acct set up between the customer, other external parties & the various functional & geographic areas w/n our company including ops, finance, tech svcs (i.e. Brokerage), accounting, credit collections, info systems, sales & operating company. This includes gathering & preparing data for other departments.

Educate internal & external customer requests (including Fed Ex operating company account executives) on the process and service specific requirements for establishing an account and ensuring all documents are secured, requirements met, and systems established to facilitate the business, resulting in complete and expedited account set-up. Monitor and anticipate customers needs throughout the process, make appropriate suggestions for solutions to the customer and take whatever steps necessary to ensure concerns are addressed by serving as the accounts primary communication liaison between customers and other Fed Ex Trade Networks functional areas to ensure a superior customer experience.

Obtain materials to maintain industry knowledge to include all Fed Ex Trade Networks and cross operating company services and product offerings while complying with those requirements through contact with internal customers, product managers while maintaining compliance with custom requirements. Provide high level of customer service by developing a strong relationship with the assigned customer accounts as well as maintaining strong relationships with internal and cross Fed Ex operating companies account executives, global business development managers and various front line operational personnel involved in account management.

Guide and council internal and external customers (including Fed Ex operating companies) as to the proper and legal manner to move freight by properly understanding and interpreting U.S. Federal maritime commission, international air transport association and U.S. Trade regulations and policies. Coordinate the timely and accurate processing of cargo booking, insurance, and account set up requests by immediately taking charge of customer and handling all interactions (via telephone, e-mail or fax) and addressing issues as they arise.

Assist in securing pricing, routing information, tracking and tracing of ocean and air import and export freight as well as shipment status to internal or external customers. Actively participate in joint sales calls and training as required by Fed Ex Trade Networks sales or customer service. Contribute to the positive morale of all Fed Ex Trade Networks team members and in particular, the customer service and sales team.

Provides advice and counsel to less experienced representatives resulting in their increased productivity. Performs other duties as assigned.

Bachelor's degree/equivalent in business. Three (3) years of customer service experience with a demonstrated high level of performance. Comprehensive knowledge of the international ocean and air transportation industry strongly preferred. Thorough knowledge of us customs and other governmental agencies laws, regulations and procedures strongly preferred. Comprehensive knowledge of Fed Ex Trade Networks internal policies, procedures and processes, including general knowledge of all Fed Ex operating companies services and products strongly preferred.

Strong analytical skills. Strong communication skills, verbal, written and good attention to detail. Strong interpersonal skills. Knowledge of features and benefits to Fed Ex Trade Networks information technology and web products and services. Proficient in MS Office (word, excel, access, power point). Ability to organize and prioritize multiple tasks to ensure timely completion of all work assigned with a strict adherence to procedure.

Preferred Qualifications: Candidate must demonstrate strong organizational skills and provide exceptional customer service while maintaining professionalism and attention to detail.

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…