Premier Customer Care Representative- Senior

What can you expect as a FedEx team member?
Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
Equal Opportunities
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.
" Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date"
Company:
INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd.
City:
Gurugram
Scheduled Weekly Hours:
48
Worker Type:
Regular
Posting Start Date
19-Oct-2026
Posting Close Date:
25-Oct-2026
Job Family:
FXE-MEISA: Premier Customer Care Representative
Position Summary:
Applies specialist knowledge in performing and reviewing specific processes and procedures within and across departments, to support achievement of divisional and corporate goals. Participates/leads in the design, development and implementation of processes within area of expertise.
Job Purpose
Responsible for managing and growing strategic global customer relationships by delivering an exceptional customer experience across all touchpoints. Acts as the primary point of contact for assigned global accounts, ensuring service excellence, issue resolution, operational compliance, and alignment with customer expectations and business objectives. Builds trusted partnerships with customers and internal stakeholders to drive customer satisfaction, retention, and continuous improvement.
General Accountabilities
Customer Relationship Management
Serve as the primary relationship manager for assigned global accounts, building long-term partnerships based on trust, responsiveness, and business understanding.
Develop a deep understanding of customer business requirements, supply chain priorities, and service expectations.
Conduct regular business reviews to discuss service performance, identify opportunities for improvement, and strengthen customer relationships.
Proactively identify opportunities to enhance the customer experience and support account growth.
Customer Experience & Service Delivery
Ensure consistent delivery of agreed service levels and customer commitments across regional and global operations.
Monitor customer performance metrics and service trends, taking proactive action to address risks and improve outcomes.
Prepare monthly/quarterly service level reviews
Coordinate with cross-functional teams to ensure seamless execution of customer requirements and operational processes.
Assist relevant departments in preparing customer specific SOP’s
Problem Solving & Issue Resolution
Lead the investigation and resolution of customer issues, service failures, and operational exceptions, ensuring timely communication and effective closure.
Analyse root causes and collaborate with internal teams to implement corrective and preventive actions.
Exercise sound judgment when resolving complex customer situations and escalate critical issues where appropriate.
Maintain ownership of customer issues until full resolution and customer satisfaction are achieved.
Communication & Stakeholder Management
Build strong working relationships with internal stakeholders across Operations, Sales, Customer Service, Finance, IT, and Product teams to deliver integrated customer solutions.
Communicate clearly and professionally with customers regarding service performance, operational updates, and improvement initiatives.
Facilitate customer meetings, service level reviews, and cross-functional discussions to align priorities and drive action plans.
Support knowledge sharing, process documentation, and coaching within the Customer Experience team.
Reporting & Data Management
Analyse customer performance data, operational KPIs, and service trends to provide actionable insights.
Ensure the accuracy and integrity of customer data maintained within company systems.
Compliance & Governance
Ensure customer commitments are delivered in accordance with company policies, contra