Position SummaryThe Client Operations Program Specialist position is a customer-focused role responsible for ensuring customer satisfaction by providing responsive service that enhances the overall FXO products and services offering. This is a key contact point between major customer accounts that require specific and/or unique workflows to do business with FedEx Office. The role works with proprietary FedEx Office and customer-based systems, partners with internal teams, and provides senior‑level customer support and communications throughout the lifecycle of the services for the assigned customers.General Duties and ResponsibilitiesPrepare and maintain records and reports for supported client operations.Design, develop and maintain databases and other tools to support client operations.Examine and analyze client data to ensure accuracy and compliance with contractual obligations and procedures.Reconcile processed work by verifying information in reports and systems.Vendor account management including project management, operations coordination, relationship management, records maintenance, purchase order creation, invoice processing and other tasks as needed.Collaborate with business partners to support client operations.Develop, document, and implement new program‑level procedures to improve customer experience.Support gathering of data for service level agreement compliance, escalations, improvements, and program changes.Provide outstanding customer service via phone and email to customers, commercial sales, and internal teams.All other duties as needed or required.Minimum Qualifications and RequirementsBachelor's degree or equivalent experience.5+ years of back‑office experience required.5+ years of customer service experience.Proficient in Microsoft Office tools, including Word, PowerPoint, Outlook, and Excel.Excellent customer service, communication and organizational skills.Prior experience utilizing data to drive business decisions and measure results.Prior experience implementing complex projects in operating environments.Some travel may be required.Ability to quickly become accustomed to changing technologies and adapt work‑in‑progress to changing conditions and information.Essential FunctionsAbility to travel as required to meet with customers, vendors and other team members.Ability to maintain attention and concentration for extended periods.Ability to read and interpret documents and instructions from customers, vendors and team members.Ability to communicate effectively with customers, vendors and other team members.Ability to perform work activities requiring cooperation and instruction.Ability to function in a fast‑paced environment under substantial pressure.Ability to work within the appropriate level of independence.Ability to report regularly to maintain established business hours in support of the FedEx Office business; regular attendance at a physical location may be required.Equal Opportunity EmployerFedEx Office is an Equal Opportunity Employer, including Veterans and Persons with Disabilities.Reasonable AccommodationsFedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations should email HR.Recruiting@fedex.com.Criminal Background ConsiderationsFedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. A criminal record is not an automatic or absolute bar to employment and will be considered individually based on factors such as the relationship between the position sought and the offense, the timing, nature, and other relevant information. If you are applying in Philadelphia, PA, you may review Philadelphia's Fair Chance hiring law.#J-18808-Ljbffr