LM353:Manager Sales Support

Welcome Welcome to FedEx Express Latin America and Caribbean Division Employment Opportunities Site! FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies. FedEx is consistently named among the World’s most valuable and admired brands. Some of our recent awards include: 2020 Fortune’s World Most Admired Companies (14th) 2019 Fortune’s Best Places to Work (15th) 2019 Forbes’s One of the “Best Employers for Diversity” 2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th) 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions. 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for. View current job opportunities, or search on specific criteria to find jobs that match your interests   RC780486 LM353:Manager Sales Support (Open) LM353:Manager Sales Support Full time Torre Diana, Rio Lerma 232, Pisos 13 y 14
Colonia Cuauhtémoc
Ciudad de Mexico
06500 Cuauhtemoc, MEX
Mexico Involves management responsibility for a team of people or a specific location(s) within the business. Teams may include contractors and all categories of employees: Clerical, Supervisory, Secretarial, Professional, Advisory. Management responsibilities include disciplinary action up to and including dismissal. As manager of the Sales Operations Resolution Team (SORT), coordinate the team to achieve successful customer support. The team's objective is to provide critical operational support to sales teams across multiple segments, ensuring smooth resolution of delivery interruptions, operational stops, and strategic requests. SORT plays an essential role in supporting Network 2.0 rollouts and maintaining high customer satisfaction levels. The Sales Operations Resolution Team supports sales operations of the United States and Canada. Specifically, the segments of Worldwide Sales (WWS), Customer Success Management (CSM), Field Sales and Digital Sales PRINCIPLE DUTIES AND RESPONSIBILITIES : - Receive requests from Sales for assistance to solve customers' issues - Develop action plans and establish follow-up steps to resolve inquiries. - Keep close communication with customers in order to identify their business needs - Serve as the primary point of contact across departments to coordinate and execute action plans. - Confirm issue resolution with team members and customers - Communicate outcomes clearly and effectively. ADDITIONAL MANAGER DUTIES: - Train the team agents using a train-the-trainer approach - Coach, lead and procure team engagement - Distribute cases among team members to ensure timely resolution - Oversee the COPs (Customer Order Problems) cases, which total about 1,000 cases per month - Perfoms other duties as required Minimum Education: - Bachelor’s Degree/equivalent in a quantitative discipline - Spoken and written fluency in local language as well as English. Minimum Experience: - Six (6) years in a customer experience or sales support position, managing operational cases and coordinating across departments. - Previous management experience is desirable. Minimum Skills Required: - Strong analytical, management, human relations, organizational and communication skills - Excellent communication abilities for both internal and customer-facing interactions. - Planning & Organizing Skills. Ability to work within tight timelines and handle multiple priorities. - Responsiveness, attention to detail, and the ability to