Operations Agent SpS-Senior

Operations Agent SpS-Senior

Company: FedEx Location: Banksmeadow Salary: Competitive Salary Work type: full-time Work type: onsite

FedEx is seeking an Operations Agent SpS-Senior to manage premium RMA and Next Business Day delivery operations across a national network of Forward Stocking Locations (FSLs). This role is responsible for ensuring on-time delivery performance, engaging proactively with customers, resolving operational issues, and adhering to customer KPIs. The position also involves overseeing FSL order processing, inbound stock receiving, inventory accuracy, quality control, operational handovers, after-hours team training, and billing accuracy to maintain high service standards and efficient logistics.

Customer Premium RMA – End-to-End Accountability

• Full ownership of all premium RMA cases dispatched from 45 Forward Stocking Locations nationwide, ensuring flawless execution across delivery pre-arrangements, system shipping, onboarding, and POD closure.
• Drive proactive customer engagement to eliminate delivery barriers, manage urgent rescheduling, and fulfil complex or high-touch delivery requirements.
• Produce and distribute the daily On-Time Delivery (OTD) snapshot, providing critical visibility of network performance against stringent customer KPIs.
• Lead first-level investigation and prepare CAR documentation to support root-cause resolution, maintaining absolute accountability for achieving 100% on-time delivery for premium RMA cases.

Proactive Management of Customer NBD RMA OTD Performance

• Issue daily pre-alerts to major depots for all connotes due for same-day delivery, ensuring sites are fully prepared to meet Next-Business-Day commitments.
• Monitor all onboard freight in real time and drive rapid service recovery actions in collaboration with depot leadership.
• Manage all customer escalations with urgency and precision, delivering the fastest possible operational solutions while safeguarding contractual service levels.
• Guarantee accurate and timely POD upload into WMS in strict alignment with customer OTD and documentation compliance KPIs.

Order Processing & Inbound Management

• Coordinate and system-process all outbound shipping from FSLs with zero tolerance for delays or errors.
• Complete system receiving for all inbound stock to FSLs, ensuring data accuracy and availability for operational planning.
• Maintain and update the in-transit report while generating precise dock-to-stock records to support inventory accuracy and KPI reporting.

Quality Control & Operational Accuracy

• Perform rigorous duplication checks, open-order validations, and RC checks to maintain uncompromised data integrity across all systems.
• Implement disciplined quality-assurance steps to prevent process deviations and safeguard customer KPI performance.

Handovers, Coordination & Training

• Lead structured morning and afternoon handovers, including preparation of the highly time-sensitive handover pack for the after-hours call centre.
• Deliver training and continuous capability development for after-hours operators, ensuring consistent adherence to premium service expectations and customer KPIs.

Billing & Financial Accuracy

• Manage end-to-end hand-rate billing processes for all country and regional direct car deliveries, ensuring accuracy, timeliness, and alignment with commercial requirements.

Minimum Education Secondary education or equivalent.

Minimum Experience

• For Senior level, at least four (4) years of relevant work experience is required.

Knowledge, Skills and Abilities

• Working knowledge of Microsoft Office & PC.
• Strong interpersonal and problem-solving skills.
• Proven expertise in planning & organizing, with a strong accuracy & attention to detail.

FedEx operates on a philosophy that prioritizes people, and this commitment is taken seriously. As an equal opportunity/affirmative action employer, FedEx is dedicated to fostering a diverse, equitable, and inclusive workforce where fair treatment and growth opportunities are provided for everyone. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

FedEx is a global leader in express transportation, consistently recognised among the World’s Most Admired Companies by "Fortune" magazine. With operations spanning over 220 countries and territories, FedEx delivers transportation and business solutions worldwide, powered by an outstanding team committed to making every FedEx experience exceptional. The company's People-Service-Profit (P-S-P) philosophy guides all decisions, policies, and activities, underscoring the principle that by taking care of its people, FedEx ensures impeccable service delivery, which in turn drives customer loyalty and profitability.