Agent Pricing & CS

Job Description

The Agent – Pricing & Customer Service at FedEx manages shipment pricing, quotations, and customer inquiries to ensure accurate billing and timely support. Responsible for resolving client issues, providing rate guidance, and assisting with account management. Works closely with operations and sales teams to maintain customer satisfaction, ensure compliance with pricing policies, and support smooth day-to-day logistics processes.

Key Responsibilities

• Prepare and provide pricing quotations for customers and support pricing analysis and recommendations for country-level pricing.
• Maintain and update pricing programs to ensure compliance with corporate policies.
• Develop and manage the pricing database, including freight charges, surcharges, and operational costs from carriers.
• Evaluate customer agreements, recommend exceptions when necessary, and minimize company risk exposure.
• Recommend, implement, and maintain pricing processes in line with corporate pricing policies.
• Generate management reports to monitor revenue performance and identify trends or gaps.
• Coordinate with internal teams, including Air & Ocean Product teams, operations, sales, and overseas contacts, to ensure smooth execution of shipments.
• Communicate updates on pricing programs to relevant departments and provide input on process improvements.
• Deliver high-quality customer service, responding to internal and external inquiries via email, phone, or fax within set timeframes.
• Take ownership of assigned accounts, ensuring accurate bookings and proactive communication with customers.
• Ensure customer satisfaction by providing precise information and coordinating shipments with sub-contractors, operations, and sales teams.
• Maintain records and update client systems as required to support efficient operations.

Skill & Experience

• Graduate or equivalent degree.
• 3–4 years of operational experience in pricing and customer service, preferably in freight forwarding.
• Basic knowledge of aerospace and aviation pricing is a plus.
• Proficient in Microsoft Word, Excel, Access, and PowerPoint; familiar with analytical tools.
• Strong written and verbal communication skills in English.
• Willingness to learn and open to training and feedback.
• Reliable, punctual, and consistent in completing tasks.
• High attention to detail for accurate documentation, communication, and reporting.
• Strong organizational skills to manage time, records, and tasks efficiently.
• Customer-focused with a commitment to delivering quality results.
• Professional grooming and appearance appropriate for a corporate and customer-facing role.