Customer Support Engineer

About the role

Engage and collaborate with FedEx Trade Networks internal and external customers to facilitate fast, accurate, and compliant transactions with Customs and Border Protection (CBP) and Partner Government Agencies (PGAs). Facilitate entry processing, pre-arrival, and post-arrival exception resolution. Prepare, analyze, and/or submit documentation to CBP and PGAs.

Responsibilities

• Develop and maintain strong relationships with customer's front-line personnel.
• Support Account Administrators with account management activities (exception logs, special spreadsheets).
• Perform root cause analysis as directed by the Account Administrator.
• Research and resolve customer billing issues.
• Coordinate post-entry activities on the customer's behalf.
• Manage the entry verification process.
• Sort and assign department workload.
• Access clients' systems (external systems) as necessary.
• Correspond with business partners via written, phone, or email communication.
• Produce operational trend reports.
• Keep business partners apprised of the exception process.
• Receive and respond to pre-alerts as needed per customer SOP.
• Maintain general knowledge of FedEx products and services.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED required.
• 12 months of brokerage or transportation experience and/or customer service experience required.
• Proficiency in MS Office, Outlook, and office equipment (phone, fax, photocopier, printer, scanner).
• Ability to interact with customers, internal staff/departments, and management of all levels.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Variable remote role with some work-from-home opportunity and some in-office work, dependent on company policy.
• Experience with application or website research.
• Intermediate experience with MS Suite, building customer relationships, report, and spreadsheet creation.
• Experience with V-lookup, pivot tables, and resolving billing issues.

Pay

$22.41 per hour.

Schedule

• Shift: 8:00 AM to 5:00 PM, Monday through Friday.
• Mandatory overtime may be required during periods of high volume.
• Working on company-recognized holidays may be necessary.

Must reside within 50 miles of the posted work location.

Benefits

Comprehensive benefits available. Click here for details.