Customer Pickup Specialist

Auto req ID: 166351BR
Position Type: Full Time
Employee Type: Professional
Job Summary

Provides training and coaching to Customer Pickup Coordinators and Station Operations to ensure consistent execution of CPC/pickup processes and resolve escalated issues. Conducts strategic analysis, develops process improvement recommendations and serves as a liaison between the CPC regional and district teams and the PGH team to support an efficient and successful CPC operation. Drives pickup performance and directs changes in CPC/pickup functions, processes and systems.

Essential Functions

•Provides on-boarding, targeted and ongoing training of CPC processes, procedures and system tools, as well as customer interaction methods and techniques, to Customer Pickup Coordinators and Station Operations. •Serves as primary resource for escalated issues, ensuring resolution and improved internal/external customer experience. •Identifies trends, analyzes data and presents statistical information relative to sales leads, new customer activation and underperforming accounts to stations as part of the CPC quarterly business review. Analyzes key processes impacting customer experience indicators and develops recommendations for improvement. Collaborates with various stakeholders to ensure corrective actions are implemented. •Communicates to key stakeholders and gains support of continuing CPC/pickup program enhancements and process changes to ensure effective implementation and desired outcomes. •Analyzes pickup requests and evaluates opportunities for improved pickup activation, increased awareness and accountability regarding sales leads and underperforming accounts. •Analyzes early and late pickup stop data weekly and disposition data to determine root causes and make recommendations for improvements. •Collaborates with District Operations Engineering Specialist to create and maintain the station Pickup Operating Plan and rationalize the FedEx Ground service offering. •Leads contingency response efforts for CPC operations by serving as central point of contact for all impacted stakeholders, coordinating changes to pickup operating plan with appropriate district staff and collaborating with FedEx Ground, other OpCos, customer service and the PGH CPC core team. •Reviews district peak sweep plans and participates in special projects, ensuring appropriate communication and execution of pickup needs. •Serves as the quality facilitator for the district CPC operation. •Visits stations to establish and build professional relationships and address or communicate priorities necessary to improve the customer and pickup experience.

Minimum Education

• High school diploma or GED required; Bachelor’s degree in Business, Logistics, Communications or related area preferred

Minimum Experience

• Two (2) years experience in management, operational leadership, Customer Pickup Coordination, or related experience required

Required Skills, Abilities and / or Licensure

•Verbal and written communication skills necessary to effectively explain various information and data to a variety of audiences •Presentation-making skills necessary to facilitate training and/or deliver informational sessions to groups and/or individuals •Ability to coach and influence others •Demonstrated performance in customer issue resolution •Ability to build collaborative and cross-functional working relationships; experience working in a team environment to accomplish goals •Demonstrated ability to compile data, conduct root cause analysis and provide service and quality improvement and cost reduction recommendations •Software skills, including use of Microsoft Office software and web-based applications •Time management, organizational and multi-tasking skills necessary to work in a fast-paced environment and meet varied work demands and deadlines •Ability to successfully complete required CPC new hire and recurrence technical training

% of Travel for the Position: 25%-50%
Address: 1049 Secaucus Road
City: Jersey City
State: New Jersey
Zip Code: 07307
Search Engine Description: Customer Service
Supply Chain & Logistics
Transportation Services
Domicile Location: P070
EEO Statement

FedEx Ground is an equal opportunity / affirmative action employer (Minorities/Females/Disability/Veterans) committed to a diverse workforce