Customer Service Representative - US Logistics Support

Job Description

Role Overview:As a US Customer Service Representative at UPS, your main responsibility will be to provide exceptional customer support to US-based customers through both inbound and outbound calls. You will assist customers with their logistics, shipping, tracking, and issue-resolution needs while upholding UPS Logistics guidelines and service standards. Your strong communication skills and prior experience in handling US customers will be essential in delivering professional and efficient voice support.Key Responsibilities:- Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues- Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies- Handle inbound and outbound calls with a high level of service quality, empathy, and professionalism- Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions- Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers- Collaborate with internal teams to ensure timely and effective resolution- Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiencyQualification & Experience:- Fluency in English with excellent written and verbal communication- Strong problem-solving skills with attention to detail- Ability to analyze a problem by maintaining ownership until a resolution is provided- Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions- Excellent interpersonal and active listening skills- Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones- Minimum 1 years of US Customer Service experience is preferred, especially in voice support- Graduate in any stream- Familiarity with UPS Logistics process or similar logistics providers- Experience in logistics, shipping, or transportation customer service- Experience with order tracking, shipment coordination, or supply chain customer supportNote: UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. Role Overview:As a US Customer Service Representative at UPS, your main responsibility will be to provide exceptional customer support to US-based customers through both inbound and outbound calls. You will assist customers with their logistics, shipping, tracking, and issue-resolution needs while upholding UPS Logistics guidelines and service standards. Your strong communication skills and prior experience in handling US customers will be essential in delivering professional and efficient voice support.Key Responsibilities:- Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues- Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies- Handle inbound and outbound calls with a high level of service quality, empathy, and professionalism- Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions- Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers- Collaborate with internal teams to ensure timely and effective resolution- Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiencyQualification & Experience:- Fluency in English with excellent written and verbal communication- Strong problem-solving skills with attention to detail- Ability to analyze a problem by maintaining ownership until a resolution is provided- Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions- Excellent interpersonal and active listening skills- Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones- Minimum 1 years of US Customer Service experience is preferred, especially in voice support- Graduate in any stream- Familiarity with UPS Logistics process or similar logistics providers- Experience in logistics, shipping, or transportation customer service- Experience with order tracking, shipment coordination, or supply chain customer supportNote: UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Keyskills :
Customer SupportCommunication SkillsLogisticsShippingCRMInterpersonal SkillsIssueResolutionEnglish FluencyProblemSolving