Senior Operations Support Agent

SPECIFIC RESPONSIBILITIES AND DETAILS JOB TITLE Operations Support Agent Operations Support Agent-Senior FUNCTION Operations SUB-FUNCTION Ground Operations; Hub & Gateway Operations; Supply Chain REPORTS TO Can report to Manager or above JOB CODE OPS116 JOB LEVELS Position in family will impact accountabilities such that Associate levels may complete some tasks under guidance and may have responsibility for less complex tasks. Lead or senior levels of these positions may: Handle escalated or more complex issues, Coordinate team activities or those of agency contract staff Support supervisor or manager activities Support the design, review and implementation of processes and proceduresTYPE DESCRIPTION Agent: Involves the completion of administrative and/or operational tasks relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities, dispatch activities and local customer service. JOB SPECIFIC RESPONSIBILITIES Service Assurance; Customer Service; Admin & Support; Operations Support; Reporting OTHER DUTIES May be required to perform other duties as assigned GEOGRAPHIC REMIT Can be up to Activities at sub-regional level VENDOR RESPONSIBILITIES Works Alongside Vendors FORWARD PLANNING RESPONSIBILITY Plans and organizes own work on hourly / daily basis PROCESS RESPONSIBILITY Follows predefined procedures or processes INTERNAL CONTACTS Regular interaction with First Line Management Occasional interaction with Senior Management EXTERNAL CONTACTS Occasional interaction with External Customers Occasional interaction with Suppliers and Vendors Occasional interaction with Government agencies/authorities, trade associations or similar SKILLS Accuracy & Attention to Detail; Microsoft Office & PC Skills; Planning & Organizing Skills; Interpersonal Skills; Problem Solving Skills RELEVANT EXPERIENCE Associate: Prior experience not required Standard: Two (2) years of relevant work experience Senior: Four (4) years of relevant work experience QUALIFICATIONS / LICENCE(S) Education: Secondary education or equivalent POSITION RESTRICTIONS New and replacement positions require the job requisition process to be completed in Workday. All levels in the family (excluding Associate) are eligible for the career progression process. PREPARED BY: APAC OD Date: 02/23/2021 GENERAL ACCOUNTABILITIES AND JOB INFORMATION JOB CATEGORY CLERICAL JOB PURPOSE Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members. PROCESSES & PROCEDURES Performs defined procedures and processes with accuracy and completeness. Ensures time commitments and deadlines are met. Processes may include use of manual procedures or local or regional systems. Verifies data and completes procedural checks against predefined processes or criteria to ensure accuracy and quality. Uses appropriate tools and equipment as required. May make decisions relating to procedural checks, including situations where the outcome is not clearly indicated. Seeks support of senior team members as required. Provides feedback on processes and procedures proactively, making recommendations for continuous improvement to senior team members. PROBLEM SOLVING Investigates and resolves problems or exception situations using systems or equipment, as appropriate. May act as the focal point for specific types of resolutions within the department and across other teams. Makes decisions based on clearly defined criteria and escalates others as appropriate to senior members. As required, evaluates options, escalates and gains approval for solutions that are outside of established parameters. Supports implementation of corrective actions. COMMUNICATION Uses appropriate communication methods to understand and share information with customers, team members and other departments. Supports team members and other departments during process changes including participating in the development of appropriate Job Aids, procedures & on-the-job training materials. May deliver required training in accordance with defined standards. REPORTING & DATA MANAGEMENT Validates or completes accurate and timely reporting. Supports/researches relevant data and collates for analysis and interpretation. Prepares reports as required and may include recommendations for areas of improvement. Inputs data to company systems. Ensures accuracy of own and others’ data and completes checks of system to ensure data integrity is maintained. COMPLIANCE Ensures ongoing compliance with defined FedEx processes and procedures, relevant legislation and external regulations, and predefined agreements. Ensures required approvals are sought throughout processes. Notifies management of any non-compliance issues as they arise. ALIGNMENTS Works closely with team and other departments to ensure accuracy of information and completion of processes to deadline. Also includes contact with customers, vendors or employees, to investigate or resolve issues as required. Aligns and gains commitment to actions from the different stakeholders. The Company FedEx Logistics provides e-Commerce, freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. The Philosophy People–Service–Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees' well-being and value their contributions to the company. The Culture We honor innovation, integrity and diversity. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams. The Mission We strive to be the Best Company to work for with the Best Service and the Best Brand in our industry. We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!