Customer Service Rep

Customer Service Representative

The primary responsibility of the Customer Service Representative is to provide internal and external customers with support for day-to-day functions, including routine and ad-hoc procedures. This position is responsible for product safety, quality, and legality.

Primary Responsibilities

• Handle inbound calls, emails, and faxes in a timely and professional manner.
• Serve as the first level of support for customer inquiries; redirect incorrectly routed communications to the appropriate resource.
• Assist with inquiries, reporting, and troubleshooting while working collaboratively with the team to support customer needs.
• Provide accurate information regarding manufacturers' policies and procedures.
• Support customers with product returns, label requests, recalls, website navigation, and general questions.
• Process RA (Return Authorization) requests.
• Complete reconciliation services for clients as needed.
• Research and resolve returns using Return Resolution and Issue Tracking systems per standard procedures.
• Process "paperwork only" returns as required.
• Assist Operations with return-related research.
• Conduct check and credit research via email, fax, or mail.
• Communicate outstanding issues or defects to the appropriate departments.
• Participate in departmental continuous improvement initiatives.
• Perform other duties as assigned.

Education / Experience

• High school diploma or GED required, with 2 years of relevant experience.
• Experience investigating customer inquiries in a timely and professional manner.
• Proficient in Microsoft Office applications.
• Excellent written and verbal communication skills.
• Customer service driven.
• Strong team player.

Requirements, Perks, and Benefits (US – Non-Exempt)

Physical & Cognitive Requirements (With or Without Accommodation)

• Ability to follow policies and procedures
• Ability to read, write, and interpret information
• Ability to add, subtract, multiply, and divide
• Ability to use hands to finger, handle, or feel
• Ability to sit, walk, or stand for the duration of the shift
• Must possess visual acuity to perform essential job functions
• Ability to conduct physical tasks with a full range of motion throughout the warehouse environment
• Ability to lift/carry items up to 50 pounds

Equal Opportunity Employer

FedEx Supply Chain, Inc. is an Equal Opportunity Employer, including veterans and individuals with disabilities.

Perks and Benefits at FedEx Supply Chain (FSC)

Competitive Pay: FedEx Supply Chain offers competitive hourly rates depending on your location and experience.

• Tuition reimbursement program
• Holiday pay and accrued paid time off (Vacation and PTO)
• Medical, dental, vision, and voluntary benefits available on day one
• Basic life insurance
• Basic AD&D coverage
• Supplemental Life and Supplemental AD&D
• Short-Term and Long-Term Disability (for full-time employees after 180 days of service)
• Paid parental leave for both moms and dads
• Paid bereavement and jury duty

Job Disclaimer (US)

Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify duties or assign additional responsibilities as necessary to meet business needs.