Sales Solutions and Support Representative

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

The FedEx family of companies represents a $30 billion corporation that offers the broadest array of transportation, e-commerce and supply chain solutions in the world.
The largest of the companies is FedEx Express, which provides the most reliable express delivery service, delivering in one or two business days to over 220 countries around the globe. FedEx Express serves customers in five large geographical regions, one region being Europe, Middle East and Africa (EMEA).

Sales Solutions and Support Representative

Job Purpose Statement:


Supports the FedEx Customer Experience strategy by providing an exceptional level of customer care and service to identified Global/Key Customers.Improves customer satisfaction by providing pro-active customer care. Involves working with other FedEx teams and the Customer to provide timely solutions to service opportunities and problems.

Key Accountabilities:

1. Revenue Retention & Generation – Provides exceptional levels of care and service to customers in the KASS programme (includes accounts ‘at risk’, selected new customers, customers with significant potential and those where customer care is part of a contractual agreement). Identifies revenue generating opportunities that may also provide additional benefit to the Customer and advises the relevant Sales Manager /GSE.
2. Improving Customer Satisfaction – Determines the level of support required for designated customers by investigating their specific needs and expectations. Recommends and agrees realistic service level measures, reporting arrangements and follow-up with the customer. Uses service level agreements as a basis for delivering agreed performance expectations. Makes recommendations to the Manager about when a particular account should be upgraded, downgraded or removed from the KASS programme
3. Problem Analysis – Conducts appropriate analysis of service issues experienced by customers and establishes trends, points of failure etc.
4. Problem Resolution – Initiates the development of long-term solutions with other internal departments and the customer and takes relevant corrective action. Monitors the impact of the solution to ensure continued customer satisfaction.
5. Customer Education – Advises customers on the benefits and requirements of FedEx services, processes and tools (Insight, fedex.com etc.) and how they can be used to benefit the customer’s business. Provides information and guidance to customers on issues external to FedEx e.g. by referral to export and customs sites specific to a country.
5. Networking and Benchmarking – Creates own network of Express contacts (in Sales, Customer Automation, Ops, GOCC, P&E etc.) that can provide advice and/or assistance with either problem resolution or pro-active service activities. Also develops relationships with colleagues from other Operating Companies on a worldwide basis (Customs Critical, SCS etc.). Shares and exchanges networking and benchmarking information with other team members. Use customer contact to gather information on competitor activity and reports this to relevant colleagues and the Key Accounts Manager
6. Customer Experience - Champions the customer experience by looking at all Customer Care activities from the point of view of the customer. Identifies any services, processes or systems where there are opportunities for change/enhancement that will improve customer satisfaction and make appropriate recommendations to the Key Accounts Manager.
7. Administration & Reporting – Uses system reporting tools as required to produce standard reports. Updates customer Job Aids, reports and measurement tools to incorporate changes, upgrades etc. in FedEx systems and processes.

Requirements:
• Fluency in English and German
• Computer Literacy (MS Excel skills)
• Interpersonal skills
• University Degree

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl