Involves the completion of administrative tasks and coordination relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities, despatch activities and local customer service. While operational tasks may be part of these roles, the majority of time is spent on office-based activities.

Lead or senior levels of these positions may:

• Handle escalated or more complex issues.
• Coordinate team activities or those of agency contract staff.
• Support supervisor or manager activities.
• Support the design, review and implementation of processes and procedures.

• Performs a variety of over-the-counter customer service, administrative, and clerical duties requiring direct and indirect customer interface.
• Assists customers by tracing packages, answering questions regarding FedEx products and services, and providing over-the-counter service.