Manager Strategic Customer Support

The Manager of Strategic Customer Support at PLS FedEx Express Poland oversees several key initiatives that optimize customer experience and mitigate bad debt. This role involves collaborating with different functions to align with the company’s strategic goals, leading projects across Europe, and actively participating in a global environment. Strong leadership and communication abilities are essential to coordinate effectively with internal stakeholders and external customers.

To apply for the Manager Strategic Customer Support at FedEx, candidates should possess extensive experience in finance, sales, customer experience, and project management. Excellent analytical and interpersonal skills, proficiency in English, and a demonstrated ability to lead teams remotely are crucial. Additionally, potential candidates should be comfortable making decisive judgments and ready to travel as required.

The Manager Strategic Customer Support plays a significant role in embodying FedEx’s People-Service-Profit philosophy, which prioritizes employee well-being and customer satisfaction. This position enhances the culture by leading initiatives that drive innovation and high-quality service, ensuring team members are empowered and supported. Your contributions will help uphold the values that distinguish FedEx and strengthen its position in the global marketplace.

Essential soft skills for the Manager Strategic Customer Support role at FedEx include strong communication abilities, leadership, analytical judgment, teamwork, and a problem-solving mentality. These skills are critical in fostering collaborative relationships within the team and with clients, facilitating smooth project execution, and driving customer satisfaction. A readiness to make decisions and lead by example will greatly enhance your effectiveness in this role.

Yes, the Manager Strategic Customer Support position at FedEx does involve a readiness to travel. Engaging with teams across Europe and coordinating with colleagues globally enhance the role's collaborative nature, ensuring that the initiatives lead to optimized customer experiences. Travel allows for firsthand interactions and a deeper understanding of various markets.

When answering this question, highlight specific examples of how you've led customer support teams in the past. Discuss your management style, any challenges you faced, and how you motivated your team to achieve their targets. This showcases your leadership skills and ability to drive performance.

In your response, illustrate your strategic thinking by discussing a specific instance where you took a company's vision and developed a clear action plan. Emphasize the steps you took and how you ensured the team executed that plan effectively.

Share specific strategies and tools you’ve used to improve customer experience in previous roles. Discuss how you gather feedback, analyze data, and implement changes that directly benefit customers, illustrating your commitment to their satisfaction.

Describe a particular situation where you resolved a conflict effectively. Focus on your communication approach, how you facilitated discussion, and the outcome. This answer demonstrates your ability to maintain harmony and productivity within a team.

Mention specific project management tools you've used, such as Trello, Asana, or Microsoft Project. Discuss how you leveraged these tools in your past roles to manage deadlines and streamline team processes, reflecting your organizational skills.

Provide a detailed description of a cross-functional project that highlights your leadership skills. Emphasize the teams you collaborated with, challenges you overcame, and how the project aligned with strategic goals, showing your ability to drive complex initiatives.

Discuss your approach to prioritization, including any frameworks or methods you use. Provide an example of a time when you effectively managed competing priorities and met deadlines without compromising quality.

Share how you've used data analytics to assess and enhance customer support services. Discuss specific metrics you've tracked, insights gained, and the changes implemented based on data analysis, showcasing your analytical mindset.

Explain your approach to performance assessment, including key performance indicators (KPIs) you consider important. Highlight how you use these assessments to inform training, development, and recognition strategies within your team.

Discuss your strategies for staying informed about current trends in customer service, such as attending conferences, reading industry publications, and networking with other professionals. This shows your commitment to continuous improvement and staying competitive.