Client Ops Program Specialist

FedEx Office•Henrico, VA

9d•Onsite

About The Position

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 FedEx Office. This position will work with proprietary FedEx 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 FedEx Office capabilities, systems, and processes by providing senior level customer support and communications throughout the life cycle of the services for the assigned customers.

Requirements

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
Ability to quickly become accustomed to changing technologies and adapt work-in progress to changing conditions and information
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 FedEx 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

Nice To Haves

Some travel may be required

Responsibilities

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