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 of more than 100 years, UPS is committed to moving our world forward by delivering what matters.
Job Description
We are seeking a dedicated Customer Liaison to join our team, focusing exclusively on written customer support. In this role, you will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing detailed information through email, chat, and internal ticketing systems. This position requires exceptional written communication skills and a commitment to delivering outstanding service without direct phone interaction. You will be instrumental in maintaining customer satisfaction and upholding UPS’s reputation for reliability and excellence.
Key Responsibilities
- Respond to customer inquiries and resolve service issues efficiently and courteously via email and chat.
- Provide accurate information regarding package tracking, shipping services, billing, and general company policies.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal departments to escalate and resolve complex customer concerns.
- Identify trends in customer feedback and communicate insights to improve service processes.
- Maintain a high level of customer satisfaction by ensuring timely and thorough written responses.
- Adhere to all company guidelines and service level agreements (SLAs) for written communications.
Required Skills
- Exceptional written communication and grammar skills.
- Proficiency in typing and navigating multiple software applications simultaneously.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Experience with CRM software or customer service ticketing systems.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a written customer service or support role.
- Familiarity with logistics, shipping, or supply chain operations.
- Associate’s degree or higher in a relevant field.
- Ability to communicate complex information clearly and concisely in written format.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Employee assistance program.
- Career development and training opportunities.
- Employee discounts on UPS 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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