Job Description

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow--people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

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Job Summary

The Global Business Support Specialist Create new accounts and perform specific maintenance requests as received through Customer Engagement Center (CEC). CCRs also work email and chat requests from ups.com. This position reviews customer standard operating procedures (SOPs), master operating plans (MOPs) by service type, and systems configuration to ensure correct at-risk logic is in place, tracks shipments and orders, prepares reports, and updates customer transits and profiles. This position maintains ongoing relationships with internal customers and assists with customer account maintenance.

Responsibilities and Duties

• Manages select portfolio of accounts and provides support on customer accounts to ensure customer satisfaction.
• Analyzes and responds to customers' requests and resolves customers' issues to ensure customers' needs are met.
• Maintains ongoing relationships with customers to strengthen the UPS customer partnership and to retain the business.
• Provides customers with information on rate changes and renewals, new products, service enhancements, shipment and order entry changes, product-specific issues, and missed metrics to keep customers well-informed and to maintain customer satisfaction.
• Provides response tracking, notification of status information and events impacting clients, and track and trace services to ensure customers' expectations are met.
• Collaborates with operations to resolve and escalate service failures.
• Interfaces with customers during service failures to maintain open communication and to address concerns.
• Determines root causes of service failures to ensure resolution and to decrease reoccurrences.
• Interfaces with operations to create corrective action and process improvement recommendations for internal operations and customers to ensure efficiencies and effectiveness.
• Tracks portfolio customers' shipments to proactively identify and respond to issues.
• Collaborates with service providers (e.g., logistics companies, etc.) to identify and capitalize on opportunities for service improvement.
• Updates customers' files and profiles to ensure customer information is accessible, thorough, and accurate.
• Explains expedited service options (e.g., air, charter, intercepts, and hand carries, etc.) to provide alternatives for meeting customers' needs.
• Generates monthly service level reports to identify trends, process improvements, issues, and satisfaction levels.
• Optimizes individual customer orders (e.g., assists with facilitation through operations fulfillment, dispatch, inbound and outbound shipments, and customs clearance, etc.) to maintain quality requirements.

Employee Type:



Permanent

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