Client Ops Program Specialist

Position Summary

The Client Operations Program Specialist position is a customer-focused role responsible for enhancing FedEx Office's products and services through responsive service and supporting major customer accounts.

General Duties and Responsibilities

• Prepare and maintain records and reports for supported client operations
• Design, develop, and maintain databases and 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, and invoice processing
• 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, and internal teams

Minimum Qualifications and Requirements

• 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 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

Essential Functions

• Ability to travel as required 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 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

Preferred Qualifications

• 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 salary information represents the job level minimum and the job level maximum. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential.
• Pay: Additional Details: 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 FedEx Office Quality initiatives.

Equal Opportunity Employer

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

Reasonable Accommodations

FedEx 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 HR.Recruiting@fedex.com.

San Francisco Fair Chance Ordinance

If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia’s fair chance hiring law.

For More Information

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