Ea040: Customer Care Engineer-Senior (Id) LisboaWe have an exciting opportunity for you to join our team as a Customer Care Engineer.Who we are:FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone's day. Our team of passionate people know their work is invaluable in delivering outstanding experience to our customers. With 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.What you will be doing:Department: Customer Experience Planning & EngineeringJob Title: Customer Care EngineerLevel: AnalystScope: Customer Care systems, Europe (and Global)Reports to: Manager Customer Experience Planning & EngineeringLocation: Lisbon, PortugalTime: Full TimeDepartment-Team purpose:The principal purpose of the team is to enable our Customer Care teams with advanced systems and technologies, in order to deliver best-in-class customer experience. Leading the implementation of Global and European systems, as well as investigating new technology opportunities, this team is at the forefront of Customer Care strategy and execution to deliver on our objectives.Job purpose, key activities, and responsibilities:The position involves the application of specialist knowledge in the field of Planning and Engineering, which may include designing, managing or maintaining systems or processes or completing projects to develop or change systems or processes as appropriate. Some key responsibilities are, but not limited to:Together with a team of IT developers and business experts, plan and implement technology solutions to improve efficiency, customer experience, reduce costs, and provide fact-based quantified answers and recommendations to a wide range of business questions leading to direct decision making of Senior Leadership.Develop and maintain expert knowledge in FedEx systems, procedures, and best practices, and apply this knowledge in the appropriate situation.Keep updated with developing internal and external trends and standards and provide recommendations to leadership on the application of these to the FedEx business.Support cross-functional, country initiatives, acting as subject matter expert on Customer Care systems.Support the implementation of other projects/initiatives where necessary.Contribute to complex projects to develop new or enhance existing systems, processes, procedures, and controls that enable effective Customer Care operations.Skills:You have proven strong business analytical skills to support key strategic decisions. Ability to take an end-to-end view of the organization and function, and make decisions/provide recommendations based on the impacts up and down the service journey. Ability to communicate and present at all levels within the organization both written and verbal in native and English language; other languages are valuable. Proficient use of Office applications (Word, Excel & PowerPoint). The ability to translate analysis into concise PowerPoint presentations to support executive decision-making processes. Ability to plan and prioritize workloads for self and team in order to deliver maximum business value within a defined timeframe. Analytical thinker with a creative and pragmatic approach to problem solving. Prioritizing skills and a flexible approach to work to support the changing dynamic business environment. Active team player who is focused on continuous improvements, highly motivated, results-oriented, and likes to work in an international environment.Qualifications:What do we offer:Attractive compensation package.Training to get you started and ongoing job learning opportunities.Extensive learning resources to further develop your skills and knowledge.Tuition Assistance Program (*applicable for FedEx positions with a permanent contract).Employee Assistance Program for you and your family in difficult life situations.Great career opportunities.FedEx is one of the world's most admired companies and trusted brands year after year.Contact info:For more information please contact us.What do you bring with you:• Experience with Customer Technology and ability to resolve complex technical problems.• Knowledge of EDI, plus VAN interconnectivity, messaging layouts, and data mapping.• Good understanding of different networks e.g., LAN, WAN.• Excellent communication skills.• Strong presentation skills.• Project management experience.• Advanced PC Skills including Word, PowerPoint, and Excel.Bring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we're ready to invest in your development. Join FedEx.
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