Under general supervision, perform customer research, perform analysis using available reports and dashboard provided, and execute standard operating procedures required for daily Sales support functions. Responsible for the timely completion of assigned issues, defined processes and procedures ensuring accuracy, completeness, and compliance with service-level agreements (SLA) and internal standards. Identify anomalies and make decisions based on rules and procedures to resolve. May review more complex issues that have been elevated for assistance. For more complex issues, elevate for assistance. Strong interpersonal, written, and oral communication skills. Frequently conducts basic moderate analysis to solve problems or answer questions. Regular interaction with US based and regionally based sales professionals and their aligned customers. Requires the application of advanced specialized/technical skill sets relevant to the role and objective of the department. Works individually and leads teams with internal/external customer interaction. Leads diagnosis, review, analysis, interpretation of data/information creating innovative solutions. Primary Responsibilities: Provide quality service at an advanced level resolving complex customer issues for internal and external customers across the ship to collect cycle Engage and interact with Sales (as needed) to understand a customer’s organizational structure including physical locations Engage and co-ordinate with customer, FedEx Sales and internal teams Perform defined procedures and processes with accuracy and completeness Ensure time commitments and deadlines are met Conduct web-based research and leverage other internal analytical tools as needed to perform job duties Use appropriate communications methods to understand and share information with sales, leadership and broader team Prepare reports, as required, that may include recommendations for areas of improvement Perform ad-hoc reporting and analysis, as defined in internal standard operating procedures Skill/Experience/Knowledge Considered a Plus: Extensive experience in FedEx invoicing, payment and claims solutions and customer issues, for Medium to Large customers Familiarity with financial implications of billing practices Specialization in EDI, LTL, International, Parcel & Claims Self-starter, driven to make an impact with customer and Sales, using formal and informal resources. Use QDM based analytical techniques and excellent collaboration with Sales, customer, and internal teams, to find solutions for chronic and multi-faceted problems Ability to organize, plan and prioritize own and team workload in a fast-paced and dynamic environment. Proven ability to participate, learn, enable peer-to-peer learning, create resource guides, best practices Strong verbal and written skills, active listening and ability to handle conflicts / escalations, tailored to address customer urgency Domicile Location: Position will be hybrid in Memphis, TN and candidates must live within a reasonable commutable distance. This position is hybrid, meaning that employees must be onsite as directed by leadership but allows team members flexibility to work from home otherwise. Some travel may be required as needed. Relocation may be available per company request Application Instructions/Deadline: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by close of business (5:00pm CST) on April 1. Minimum Qualifications Bachelor's degree or four (4) years general business experience plus four (4) years’ experience working with Customer Success, Revenue Sciences and Customer Experience functions, Customer Hierarchy Tool, new account set-up, or customer/sales alignment. Excellent time management skills. Strong interpersonal skills as well as strong written and oral communication skills. Experience is specifically related to the department’s specialty. A related advanced degree may offset the related experience requirements. #LI-NW1 Additional Information Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by close of business (5:00pm CST) on the date below. If the date below is blank, there is no specified closing date for this requisition. Job Posting End Date: 04-01-2024 FedEx. Where now meets next. Our vision is to be the earth's most engaged advocates of connected commerce where open borders, new markets and fair, sustainable practices are the norm for the billions of personal supply chains being managed every day in our always on, mobile-first world. We stand for ease, access and opportunity. We lead purposeful innovation, champion entrepreneurs, advocate free trade and empower humans and their place in the era of autonomy and AI. We fight for our customers, a more sustainable planet and an ethical playing field. FedEx inspires its more than 530,000 employees to remain focused on safety, the highest ethical and professional standards and the needs of their customers and communities. FedEx is committed to connecting people and possibilities around the world responsibly and resourcefully, with a goal to achieve carbon-neutral operations by 2040. FedEx has been recognized on many different lists both for business success and for being a great employer: FORTUNE Magazine: No. 18 among “World’s Most Admired Companies” (2023) Newsweek Magazine: One of “America’s Most Responsible Companies” (2023) Forbes Magazine: One of “Americas Best Large Employers” (2023) Newsweek Magazine: One of "America’s Greatest Work Places for Diversity" (2023) FORTUNE Magazine: One of the “Blue Ribbon Companies” that appears on 4+ Fortune Annual Award Rankings (2023) FreightWaves: #1 Among the “Top 500 For-Hire Carriers” (2023) FreightWaves: Freight-Tech 25 Award, honoring innovation and disruption within the freight industry (2023) FedEx Services is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, genetics disability, or protected Veteran status. FedEx Services does not discriminate against qualified individuals with disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. Further, FedEx Services is prepared to make reasonable accommodations for the known physical or mental limitations of an otherwise qualified applicant or employee to enable the applicant or employee to be considered for the desired position, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If a reasonable accommodation is needed, please contact recruitmentsupport@fedex.com.