Customer Pickup Coordinator I Job in Bedford Park, Illinois US
Customer Pickup Coordinator I
Serves as a customer advocate with a focus on improving new customer activation, pickup performance and responsiveness to customer issues at assigned terminal(s). Communicates with various internal and external resources to ensure a positive pickup experience. Acts as a change agent for various stakeholder audiences and assists with CPC program implementation and process updates. Essential Functions: Provides outstanding, responsive service to internal and external customers and performs customer issue resolution within defined timelines. Establishes new FedEx Ground scheduled and spot pickups, through communication and coordination with sales, external customers, contractors and terminal management to establish pick-up requirements, thus improving execution of pickup activation. Creates and maintains pickup files within designated system. Reduces customer churn by contacting new shippers within defined timeframe to survey on experience of first scheduled pickup and follows up with appropriate departments (sales, terminal management, etc.) as necessary to ensure issue resolution and pickup performance improvement. Helps provide an optimal pickup experience and ensure on-time pickups by communicating with Contractors and responding to inquiries and requests for help from the road. Monitors defined customer service requests related to on-road packages and coordinates customer communication to Contractor/Driver for notification and response to status of inquiry (i.e., change package to hold for pickup, ETA to a pickup). Provides proactive notification of defined delivery/pickup exceptions. Investigates perceived missed pickup calls and facilitates resolution for the customer. Provides timely follow-up to customer on recovery/disposition, conducts root cause analysis and reports results. Communicates changes to FedEx Ground CPC processes to impacted stakeholders, ensuring smooth implementation and desired return on investment. Travels approximately 5% of time on job to assigned terminal(s) to build relationships and address or communicate priorities necessary to improve the pickup and customer experience. Contacts customers with non-productive pickup status to reduce pickup costs. Provides support for holiday pickup execution and contingency situations.