Job Description

Premier Customer Care; Premier Customer Support; All dedicated account desk/ sales solutions support processes for industry verticals and/ or high value customers, execution of solution logistics, tracking & monitoring solutions (including prevention), relationship management, issue resolution; Basic Process Onboarding; Bookings; Case Management; Claims Handling; Execution of Solution Logistics; Inquiry; Issue Resolution; Pro-active Notification; Pro-active Prevention; Relationship Management; Run and Provide Customized Reporting

Applies specialist knowledge in performing and reviewing specific processes and procedures within and across departments, to support achievement of divisional and corporate goals. Participates/leads in the design, development and implementation of processes within area of expertise.

Job Category

Customer Experience

Job Purpose

Responsible for managing and growing strategic global customer relationships by delivering an exceptional customer experience across all touchpoints.



Acts as the primary point of contact for assigned global accounts, ensuring service excellence, issue resolution, operational compliance, and alignment with customer expectations and business objectives. Builds trusted partnerships with customers and internal stakeholders to drive customer satisfaction, retention, and continuous improvement.

General Accountabilities

Customer Relationship Management
- Serve as the primary relationship manager for assigned global accounts, building long-term partnerships based on trust, responsiveness, and business understanding.
- Develop a deep understanding of customer business requirements, supply chain priorities, and service expectations.
- Conduct regular business reviews to discuss service performance, identify opportunities for improvement, and strengthen customer relationships.
- Proactively identify opportunities to enhance the customer experience and support account growth.

Customer Experience & Service

📌 Premier Customer Care Representative-Senior (Gurugram)
🏢 FedEx
📍 Gurugram