Quality Specialist

FedEx Office
Published
June 4, 2021
Location
Denver, CO
Category
Job Type

Description

Company: FedEx Office
Job Title: Quality Specialist
Job Requisition Number: RC353585
Locations:
700 W Mississippi Ave
Denver, Colorado 80223

Category: Operations
Type: Full Time
Work Shift: FXO_Any

POSITION SUMMARY: 
The SameDay City (SDC) Pick-Up and Delivery (PUD) Quality Specialist is responsible for pick-up and delivery training in the assigned SDC market, ensuring equipment is maintained and functioning properly.  This position is also responsible for assisting the SDC Transportation Operations Manager in ensuring that couriers are following proper procedures on a day-to-day basis, that customer experience objectives are met, and with various types of courier training and assisting the SDC Transportation Operations Manager. The SDC PUD Quality Specialist will spend the majority of time on the road with couriers to establish best practices and develop good habits on the road and in addition perform all functions normally performed by an SDC PUD Courier, as business need requires.  The SDC PUD Quality Specialist will work closely with the SDC Transportation Operations Manager and other quality teams to improve on-time performance, safety and the customer experience in the assigned market. This position will also champion and support implementation of program and/or process changes in the field.

GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

  • Coach, monitor and develop couriers in on-road procedures and safety best practices to ensure consistency and continuous improvements, as needed
  • Ensure a positive customer experience
  •  Act as liaison and partner with the SameDay City Transportation Operations Manager for courier-related communications and issues
  • Responsible for on-time performance compliance and following Standard Operating Procedures in local market
  • Conduct courier check rides to ensure proper methods and procedures are adhered to
  • Assist couriers with knowledge of reports, vendor managed maintenance, safety and handheld device
  • Ensure fleet is properly and routinely maintained (e.g., oil changes, external appearance, preventative maintenance, etc.)
  • Responsible for proper accident training with couriers
  • Partner with the safety department for courier safety program implementation
  • Receives daily route information from a centralized dispatcher via a company-provided handset
  • Drives a company vehicle to perform pick-up/delivery service for FedEx Office centers and for customers, as business need requires; pick-up duties include driving to the customer’s place of business (or a FedEx Office Center), receiving orders or packages and picking up supplies and inventory items from the vendor’s place of business; delivery duties include, but are not limited to delivering finished orders or packages to customers (or a FedEx Office Center), distributing marketing materials as requested
  • Ensures quality of package delivery, which includes strict compliance with safety regulations, policies and standards when handling perishables or other items requiring specialized handling including, but not limited to dry ice, clinical samples and/or medical products
  • Ensures customers have adequate supplies of FedEx materials for shipping purposes
  • Ensures packages conform to FedEx features of service, proper labeling is provided, and all paperwork is complete, neat and accurate; this specifically includes ensuring that all packages requiring special handling or transportation are properly packed and labeled, so that such packages can be transported in accordance with established safety and regulatory procedures
  • Ensures quality service is provided during each customer interaction by providing efficient and professional delivery service, answering customer questions, resolving problems or concerns and interacting in a polite and caring manner
  • Answers customer questions on FedEx Office and FedEx features of service and keeps customers informed about the company and its services
  • Operates company vehicle according to applicable motor vehicle regulations, company policy and auto insurance guidelines
  • Ensures the proper upkeep and maintenance of the vehicle by conducting regular servicing and cleaning procedures
  • Follows accident procedures and observes traffic laws
  • Adheres to all FedEx Office company policies and guidelines as well as vehicle safety policies and guidelines
  • Seeks additional business from current customers and attempts to gain new business
  • Scans packages according to prescribed procedures, demonstrates proficiency in features of service and equipment
  • Performs additional duties within the assigned center during non-delivery times
  • Maintains pick-up and delivery logs and vehicle maintenance logs to document duties performed
  • All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

  • High School diploma or equivalent experience
  • 2+ years transportation delivery experience or 1+ years of FedEx Courier experience required
  • 1+ year of training or supervisory experience preferred; transportation experience preferred
  • Strong verbal and written communication skills
  • Must be able to work with employees and management across all levels
  • Ability to train, lead and direct team members in a remote, multi-location environment
  • Experience with Das and/or mobile handheld device software preferred
  • Proficient in Microsoft Office tools including Word, Outlook and Excel
  • Handheld device knowledge preferred
  • Valid and current driver’s license and reliable transportation
  • Valid and current proof of insurance (even if the Courier is only driving the company vehicle)
  • Ability to comply with any specialized regulatory or licensing requirements, as determined by geographic location and/or work assignment; FedEx Office will communicate any specialized regulatory or licensing requirements during the hiring process
  • Must meet and maintain the FedEx Office Motor Vehicle Requirements, to be audited annually
  • Must attain satisfactory completion of specialized training regarding transportation of  goods with special handling requirements including, but not limited to dry ice, clinical samples and/or medical products
  • For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
  • For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:

  • Ability to move and lift 75 pounds and packages of any weight above 75 lbs. with appropriate equipment and/or assistance from another person
  • Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
  • Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors and other team members
  • Ability, on a consistent basis, to communicate effectively with customers, vendors and other team members
  • Ability to utilize simple handheld mobile devices (on the job training will be provided) to effectively communicate with the centralized dispatcher
  • Ability, on a consistent basis, to perform work activities requiring cooperation and instruction.
  • Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
  • Ability, on a consistent basis, to work within the appropriate level of independence
  • Ability to travel to various locations within a market
  • Ability to work a flexible schedule
  • Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

  • Suggests areas for improvement in internal processes along with possible solutions.
  • Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
  • Applies Quality concepts presented at training during daily activities.
  • Supports FedEx Office Quality initiatives.

Employee Benefits: Comprehensive and competitive benefits eligibility including Medical, Dental, Vision, EAP. 401K Disability, Life Insurance, ESPP, Sick Time, Holiday Pay, Vacation Pay

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. America’s Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at [Click Here to Email Your Resumé].

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