Premier Customer Care Representative, Senior

About the role

Customer Experience team at FedEx focuses on delivering exceptional service across global supply chain touchpoints. The Senior Premier Customer Care Representative builds trusted partnerships, leads issue resolution, and drives continuous improvement for strategic accounts. Role based in Gurugram, India, on-site with hybrid flexibility as needed.

What you’ll do

• Serve as primary relationship manager for global accounts, building long‑term partnerships
• Develop deep understanding of customer business requirements and supply chain priorities
• Lead regular business reviews and identify improvement opportunities
• Ensure consistent delivery of service levels across regions
• Investigate and resolve customer issues, driving root‑cause analysis
• Collaborate with cross‑functional teams to execute customer solutions
• Analyze performance data to provide actionable insights
• Support governance, compliance, and continuous improvement initiatives

What you’ll bring

• 5+ years managing strategic global customer accounts in logistics or supply chain
• Bachelor's degree in Business, Supply Chain, Logistics or related field
• Proficient with CRM and performance reporting tools
• Strong analytical and data analysis skills
• Excellent communication and presentation abilities
• Demonstrated stakeholder management across regions
• Experience in fast-paced, customer‑centric environments
• Commercial awareness of logistics services

Education

Bachelor's degree