Operations Admin & Customer Support Lead

Overview Responsible for performing the clerical and administrative functions for any or all hub and station operational areas, including linehaul, quality assurance and customer service. Tends to damaged and incorrectly addressed packages in a timely manner to optimize delivery time. Serves as a customer’s first line of contact for a variety of issues. Essential Functions Provides clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing and answering telephone. Reviews, researches and/or enters data in various systems to support respective functional area. Compiles data and provides various regular and ad‑hoc reports to management for review and determination. Serves as frontline customer service to receive, solve and/or elevate customer inquiries and issues. Assists management with Business Control Self Assessment (BCSA) audit activity by retrieving data and/or files for review. Additional Quality Assurance/Loss Prevention essential functions: Supports ability for timely delivery and mitigates loss and damage by performing address searches/corrections through various sources and ensuring packages are in good condition for the customer. Prioritizes workflow to maximize the number of packages that can be resolved and sent out for delivery in the same day. Ensures all packages receive appropriate scan statuses. Inspects and handles hazardous material damages as per policy. Ensures all loose product is accounted for as per company policy. Researches missing packages to understand the root cause of scanning failures and compiles information on disputed deliveries for management review. Reviews and trends loss and damaged claims filed to identify improperly charged claims and brings to the attention of management. Additional Linehaul essential functions: Reviews and enters all Independent Contractor (IC) settlement information into appropriate system to ensure proper payments. Enters settlement adjustments as directed by manager. Compiles required documentation to establish and maintain Department of Transportation (DOT)‑required files. Verifies timely log entry into system. Enters all individual vehicle mileage record information into the system and works with ICs and Linehaul staff to rectify any issues. Tracks a variety of metrics, including the IC charge back program, complaints and maintenance compliance and prepares weekly reports for management review. Serves as initial contact to receive IC inquiries or issues relating to settlement, uniforms, decals, etc., to route to management for appropriate resolution. Performs other duties as assigned. Minimum Education High School Diploma or GED required. Minimum Experience Four (4) years customer service, clerical or related experience required; experience in dock operations environment or distribution center setting preferred. Knowledge, Skills and Abilities General business skills such as typing, data entry and review; and use of phone, copier, and fax. Software skills, including use of Microsoft Office software and web‑based applications. Customer service skills necessary to effectively and professionally respond to requests. Time management, organizational and multi‑tasking skills necessary to work in a fast‑paced environment, handling various tasks and changing priorities, while maintaining high attention to detail and accuracy to achieve daily assignments and goals. Job Conditions Minimal travel required. Additional Details Resume Required. Benefits For details on our comprehensive benefits, click here. Equal Opportunity Employer Federal Express Corporation is an Equal Opportunity Employer including Vets/Disability. Reasonable Accommodations Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact View email address on click.appcast.io. Applicants’ Rights Under Federal Employment Laws Know Your Rights Pay Transparency Family and Medical Leave Act (FMLA) Employee Polygraph Protection Act E-Verify Program Participant Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program: E-Verify Notice (bilingual) Right to Work Notice (English / Spanish) #J-18808-Ljbffr Federal Express Corporation