Distribution Customer Service Rep I

POSITION SUMMARY: The Distribution Customer Service Representative I performs customer service functions, including processing transfers, researching shipments, and communicating with Distribution Center (DC) Operations. The role requires maintaining up-to-date product knowledge of all items carried by FedEx Office Distribution Services (ODS) through document reference and hands-on training. The position is also responsible for troubleshooting and coordinating resolutions to problems raised by customers (FedEx Office Stores) and handling special requests from customers using established procedures. 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) Analyze and review product transfers using system queries for any anomalies and or inaccuracies and edit as necessary Process electronically generated transfers within required time parameters using department and corporate guidelines Contact customers as needed when unusual quantity or shipping requests are received to meet customer expectations and ensure cost objectives are maintained Handle incoming phone and email requests from field team members regarding ODS products and respond to transfer inquiries Track and research discrepancies/damages as requested, determine recommend/action necessary, and communicate discrepancies to appropriate manager Analyze and process input status requisitions daily Set up and process customer returns, research return discrepancies, contact store to resolve, report anomalies to accounting. Maintain current knowledge of products by updating reference information from customers and corporate sources Maintain ODS reporting relative to orders/transfers in support of ODS Operations Maintain current transfer database performing research and deletions as required (i.e. open distros/Orders and transfer to warehouse reports). Help find new ways to reduce waste and recycle All other duties as needed or required MINIMUM QUALIFICATIONS AND REQUIREMENTS: High School diploma or equivalent education Associates Degree preferred 2+ years in a customer-service oriented environment preferred 4+ years general work experience Experience with PC and Microsoft Office applications required Experience with an Inventory Management or similar system preferred For new hires, must meet all FedEx Office employment qualifications in force at time of hiring For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook ESSENTIAL FUNCTIONS: Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities Ability, on a consistent basis, to maintain attention and concentration for extended periods of time Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members Ability, on a consistent basis, to perform work activities requiring cooperation and instruction Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure Ability, on a consistent basis, to work within the appropriate level of independence Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions. Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility. Applies Quality concepts presented at training during daily activities. Supports FedEx Office Quality initiatives. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. America’s Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at [email protected].