Job Description
Elevate Your Career with a Global Logistics Leader
Are you ready to represent a world-class brand? FedEx is seeking a high-energy, professional Customer Experience Relationship Representative to join our dedicated Australian (AU) Market team in Klang. In this pivotal role, you will be more than just a support agent; you will be a strategic partner to our clients, ensuring their logistics needs are met with precision and care.
Working within the AU Market team means you will be at the forefront of international trade, managing relationships in one of our most dynamic regions. You will leverage your problem-solving skills to navigate complex shipping scenarios while maintaining the high standards of service excellence that FedEx is known for globally. This is an exceptional opportunity to develop your professional communication skills and grow within a structured, supportive corporate environment.
As this role supports the Australian market, candidates should be comfortable with early morning shift schedules that align with Australian business hours (AEST/AEDT), allowing for an excellent work-life balance with early afternoon finishes.
Responsibilities
- Serve as the primary point of contact for Australian-based customers, managing end-to-end inquiries regarding shipments and logistics solutions.
- Proactively monitor high-priority shipments to ensure timely delivery and provide real-time updates to stakeholders.
- Investigate and resolve complex customer issues, including customs documentation queries and delivery discrepancies.
- Build and maintain long-term relationships with key accounts by understanding their business needs and providing tailored advice.
- Collaborate closely with the global operations and customs clearance teams to streamline the shipping process.
- Utilize advanced CRM tools to accurately document customer interactions and identify service improvement trends.
- Contribute to team goals by meeting and exceeding Key Performance Indicators (KPIs) related to customer satisfaction and response times.
Qualifications
- Possess at least a Diploma or Bachelor’s Degree in Business Administration, Logistics, Communications, or a related field.
- Excellent command of written and spoken English, with the ability to communicate effectively with Australian clients.
- Minimum of 1-2 years of experience in customer service or relationship management, preferably in a multinational environment.
- Strong analytical skills with the ability to solve problems independently in a fast-paced setting.
- Willingness to work early morning shifts to align with the Australian time zone (e.g., 6:00 AM - 3:00 PM).
- Proficiency in Microsoft Office Suite and experience with CRM software (e.g., Salesforce or SAP).
- A proactive mindset with a genuine passion for delivering a 'Purple Promise' customer experience.