FedEx Logistics

Manage and support freight forwarding systems and processes, ensuring operational efficiency and compliance. | Experience with cargo management systems, EDI/Integration technologies, and freight forwarding operations, along with team leadership and project management skills. | This role will be responsible for managing Business Level Support arising from Incidents experienced with systems or processes. The Level 2 Business Support Manager plays a pivotal role in ensuring operational efficiency and customer satisfaction. They oversee day-to-day support functions, coordinate with internal teams and external partners to resolve service issues, and maintain compliance with international shipping regulations. Their responsibilities include monitoring shipment processes, managing documentation accuracy, optimizing workflows, and providing guidance to junior staff. By bridging the gap between frontline operations and senior management, they ensure smooth execution of freight movements, timely problem resolution, and continuous improvement in service delivery standards. Key Competency Areas we would look for in all candidates as below – the Manager role would additionally hold experience managing Support teams and running and designing/overseeing a support function. • Technical / Application Knowledge • * Deep familiarity with CargoWise One: modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization. • Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw‐text and structured transmissions, partner/carrier/airline integrations. • Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in CargoWise), error / log analysis. • Business Process & Domain Knowledge • * Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context. • Understanding end‑to‑end business flows (booking → documentation → customs → delivery) to map where disruptions or inefficiencies may arise. • Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements. • Problem Solving & Troubleshooting • * Ability to triage Level 2 issues (after L1): isolate whether it’s user error, configuration, integration failure, system bug, or external partner problem. • Root cause analysis, possibly including data logs, workflows, message traces. • Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements. • Project & Change Management • * Managing small‐to‐medium updates or enhancements: upgrades, module rollouts, integration onboarding. • Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go‑live, monitoring. • Change control, user training, documentation (SOPs, guides), versioning. • Communication & Stakeholder Management • * Translating technical issues into business terms for operations, management, external partners. • Leading meetings / walkthroughs / demos with users and key users. • Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc. • Team Leadership & Support Structure • * Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing. • Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates. • Capacity planning, resource allocation, escalation thresholds. • Operational Discipline & Continuous Improvement • * Logging and tracking tickets/issues well; maintaining change registers. • Identifying recurring issues / patterns and pushing for systemic fixes. • Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining). • Soft Skills • * Strong analytical thinking. • Organization and ability to manage multiple priorities. • Good under pressure, especially when integrations or EDI failures affect operations. • Customer‑oriented mindset: internal users (operations, sales, customs) and external (partners, carriers). • Good writing skills (for documentation, clear support/resolution notes). • Supplementary / Nice‑to‑Have Skills • * Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems. • Basic programming / scripting ability (to test or create small utilities, handle data transformations). • Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc. • Experience in Integration tools like b2bi, Tibco, etc. Bachelor's degree in industrial engineering or a related quantitative discipline or equivalent. Five (5) years of related professional experience. Knowledge of freight forwarding, brokerage practices & systems. Previous international experience preferred. Strong basic management, analytical, human relations and communication skills. Preferred Qualifications: Remote 9 a.m. to 5 p.m., Monday - Friday Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current. Starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors. Permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement. Pay: 7,967.73 - 15,118.26 USD Monthly Additional Details: FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We’re glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you! FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability. • Know Your Rights • Pay Transparency FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00) FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.

Manage and grow multiple high-revenue freight forwarding accounts, coordinate cross-functional teams, ensure customer satisfaction, and oversee operational and IT projects. | Bachelor's degree preferred, 5+ years in international freight forwarding operations or sales, strong communication and interpersonal skills, and familiarity with ocean, air, warehouse, and surface transportation. | To manage and expand our relationship with two (2) or more national customers with a potential of providing t&b with annual net revenue greater than $500K. Create extraordinary customer satisfaction by taking the customer's perspective, anticipating customer needs and focusing internal (t&b) and external resources to provide unique, totally satisfying service. Make t&b the customers valued partner in achieving the customer's business goals. • Position is responsible for the management of two (2) or more accounts with net revenue greater than $500K. • Develops and maintains a strong business relationship with customers' main contacts to provide and ensure a high level of customer service. • Maintains and ensures that profitability of the account grows by offering and/or expanding current services and adding new services. • Works with sales and operations to set up new accounts that to ensure a smooth transition, to include developing SOP’s, building pricing tables, and databases. • Serves as the primary communication link between the customer and the various functional and geographical areas within our company including operations, information systems, accounting, customer account management, technical services and sales. • Identifies, communicates, and resolves problems/needs. • Sets up new accounts within range, develops and maintains standard operating procedures and ensures all systems records are kept up to date. Works with PDIG to ensure pricing tables are updated. • Manages/develops and implements customer satisfaction measures, quality metrics and assesses performance standards based on the customer's requirements. • Access internal and external expertise to provide the customer with counsel on government import, export, and product requirements; provides advice on other logistics matters. • Coordination, analysis and presentation of data for key performance indicators (KPI's) and service quality indicators (SQI's) for top and mid-tier customer service. • Maintenance of standard operating procedures (sop's), preparation of quarterly business review (QBR), with top and mid-tier customers. • Generate special manual reports to meet customer’s needs. • Participate in QBR meetings with customers via phone or face to face meetings. • Review Letters of Credit • Monitor, address, and delegate all iServe Cases • Responsible for EDI implementation projects • Responsible for IT projects related to customer • Responsible for lane development • Responsible for meeting KPI goals set by customer The incumbent(s) of this position is expected to perform all other related duties as assigned. QUALIFICATIONS: • Bachelor's degree or equivalent preferred • Must have five (5) years' experience in international freight forwarding in the broad range of operations and/or sales services activities • Strong communication skills (oral and written) to organize ideas and to make clear, logical and persuasive presentations. • Must be familiar with ocean, air, warehouse and surface transportation procedures. • Strong interpersonal skills to develop and maintain effective relationships with the customers managers and supervisors, correspondent brokers and internally. • A high standard of performance to promote quality both internally and externally. • Demonstrated project or account management skills. Preferred Qualifications: Experience with Ocean Freight.  Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement. Pay: $4,964.36 to $8,100.52 / Month Additional Details: This position requires travel to Austin Texas to the client's facility at least one day a week. FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We’re glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you! FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability. • Know Your Rights • Pay Transparency FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00) FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.