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 manage the world of business more efficiently. With a legacy spanning over a century, UPS is committed to innovation, sustainability, and connecting people and businesses worldwide. Join a team dedicated to excellence and customer satisfaction.
Job Description
We are seeking a dedicated UPS Customer Liaison to join our team, specializing in professional written support. In this role, you will be the primary point of contact for customers, handling inquiries, resolving issues, and providing information exclusively through written communication channels (email, chat, ticketing systems). This position requires exceptional writing skills, a keen eye for detail, and a commitment to delivering outstanding customer service. You will work within a fast-paced environment, collaborating with various internal departments to ensure timely and accurate responses to customer needs. If you are a proactive problem-solver with a passion for clear and concise communication, we encourage you to apply.
Key Responsibilities
- Manage and respond to customer inquiries and issues via email, chat, and other written communication platforms.
- Provide accurate, timely, and comprehensive information regarding UPS services, tracking, billing, and general support.
- Investigate and resolve customer complaints, escalating complex issues to appropriate internal teams when necessary.
- Maintain meticulous records of all customer interactions and transactions within our CRM system.
- Collaborate with operations, sales, and logistics teams to gather information and ensure seamless customer experience.
- Adhere to established service level agreements (SLAs) and quality standards for all written communications.
- Proactively identify opportunities to improve customer satisfaction and streamline communication processes.
- Stay informed about new UPS services, policies, and system updates to provide up-to-date information to customers.
Required Skills
- Excellent written communication and grammar skills in English.
- Strong attention to detail and accuracy.
- Proficiency in using email, chat, and customer relationship management (CRM) software.
- Demonstrated problem-solving abilities and a proactive approach to issue resolution.
- Ability to work independently and as part of a collaborative team.
- Effective time management and organizational skills.
- Customer service-oriented mindset with a commitment to quality interactions.
Preferred Qualifications
- Previous experience in a customer service role, particularly with written support channels.
- Familiarity with the logistics or shipping industry.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
- Ability to handle multiple inquiries simultaneously while maintaining high standards.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program.
- Tuition reimbursement and professional development opportunities.
- Employee discounts on shipping services.
- Modern office environment with collaborative workspaces.
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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