Client Operations Program Specialist

Description:

The Client Operations Program Specialist position is a customer-focused position responsible for customer satisfaction by providing responsive service that enhances the overall FXO products and services offering. The position is a key contact point between major customer accounts that require specific and/or unique workflows in order to do business with FedEx Office. This position will work with proprietary FedEx Office and or customer-based systems in order to facilitate services provided to assigned customers. This position will partner with internal teams and closely work with end customers and be an expert in FedEx Office capabilities, systems, and processes by providing senior level customer support and communications throughout the life cycle of the services for the assigned customers.

“The desired location for this position would be Richmond, VA or McLean, VA Employees will be required to work at the FedEx location five days a week.”

General Duties And Responsibilities

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)
 

• Prepare and maintain records and report for supported client operations
• Design, develop and maintain databases and other 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 that could include project management, operations coordination, relationship management, records maintenance, purchase order creation, invoice processing and other tasks as needed
• Collaboration 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
• All other duties as needed or required
   

Minimum Qualifications And Requirements
 

• Bachelor’s degree or equivalent experience
• 5 + years back-office experience required
• 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