LM007: Service Agent II

Involves the completion of administrative tasks and coordination relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities, despatch activities and local customer service. While operational tasks may be part of these roles, the majority of time is spent on office-based activities.
Lead or senior levels of these positions may:

1. Handle escalated or more complex issues,
2. Coordinate team activities or those of agency contract staff,
3. Support supervisor or manager activities,
4. Support the design, review and implementation of processes and procedures.

General job description:

1. Assists customer by tracing packages, answering questions regarding FedEx products and services and providing over-the-counter service and over the phone service.
2. Types or otherwise prepares various operations reports.
3. Handles customers with packages in cage.
4. Maintains and audits records and files as assigned (airway bills).
5. Review airway bills and register as necessary. Interfaces with customers on customs related issues.
6. Provides administrative and clerical support to Station Ops Manager.
7. Checks packages to ensure proper labeling, legality of content including weight and size, proper wrapping, insurance values, special requirements for hazardous material shipment and compliance with Customs documentation required at destination.
8. Maintains neat and clean appearance of the workplace/front counter, self and uniform.
9. Recognizes new customers or additional business opportunities, opens new accounts, obtains additional shipments and submits sales leads.
10. May be required to perform other duties as assigned.

Minimum Requirements
Minimum education:

1. High School degree/Equivalent
2. Proficiency in English (450 TOEIC points)

1. Previous clerical or customer service experience in a service environment or 18 months of experience as a Service Agent.

1. Ability to lift 70 lbs. (32 kgs) and to maneuver packages weighing up to 150 lbs. (68 kgs) with appropriate equipment.
2. Good general office skills required including typing, filing and computer literacy.
3. Excellent communication, organizational and human relations skills.
4. Clear and articulate speaking voice.
5. Clean cut and neat appearance.
6. Ability to successfully complete the Reading, Listening, Sorting and Math sections of the Basic Skills Test.
7. Able to work variable shifts.

FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies.

FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include:

• 2020 Fortune’s World Most Admired Companies (14th)
• 2019 Fortune’s Best Places to Work (15th)
• 2019 Forbes’s One of the “Best Employers for Diversity”
• 2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)
• 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years.
• 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible.
• 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.
• 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.