About the Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to more efficiently manage the world of business. With a history spanning over a century, UPS is committed to connecting people and businesses worldwide through innovative services and a dedicated workforce.
Job Description
Join the United Parcel Service (UPS) team as a Customer Liaison specializing in written support. In this crucial role, you will be the primary point of contact for our customers, resolving inquiries and providing comprehensive assistance exclusively through written communication channels such as email, chat, and internal messaging systems. Your ability to articulate clear, concise, and helpful responses will be essential in ensuring customer satisfaction and maintaining UPS’s reputation for excellent service. This position focuses entirely on written correspondence, requiring strong attention to detail and impeccable grammar.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and other written platforms.
- Research and resolve customer issues related to shipments, billing, claims, and service inquiries.
- Provide accurate and complete information to customers regarding UPS products, services, and policies.
- Maintain detailed records of customer interactions and transactions.
- Collaborate with other departments to escalate and resolve complex customer concerns.
- Identify and document trends in customer inquiries to suggest improvements in service or processes.
- Adhere to all company policies and procedures regarding customer data and privacy.
- Contribute to a positive team environment and uphold UPS's commitment to outstanding customer service.
Required Skills
- Exceptional written communication skills, including grammar, spelling, and punctuation.
- Proficiency in using email, chat, and customer relationship management (CRM) software.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to work independently and manage a high volume of written inquiries.
- Excellent organizational skills and attention to detail.
- Basic computer literacy and typing proficiency.
- Customer service orientation with a genuine desire to assist others.
Preferred Qualifications
- Previous experience in a customer service role, particularly in written support.
- Familiarity with the logistics or transportation industry.
- Experience with Zendesk, Salesforce Service Cloud, or similar CRM platforms.
- High school diploma or equivalent; associate's or bachelor's degree a plus.
Perks & Benefits
- Comprehensive medical, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program (EAP).
- Tuition reimbursement opportunities.
- Career development and advancement opportunities within a global company.
- Employee discounts on various products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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