About the Company
UPS, a global leader in logistics, offers a wide 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 history of innovation and a commitment to sustainability, UPS is more than just a delivery company; it’s a vital link in the global economy, connecting people and businesses worldwide. Join our team and be part of a company that values its employees and empowers them to make an impact.
Job Description
We are seeking a dedicated and meticulous UPS Support Aide for our non-voice support team in Des Moines, IA. This role is crucial for ensuring smooth operations and high-quality customer service through written communication channels. You will be responsible for handling customer inquiries, resolving issues, and providing information via email, chat, and internal ticketing systems. This is an excellent opportunity for individuals with strong written communication skills, attention to detail, and a commitment to customer satisfaction. No phone support is required for this position.
Key Responsibilities
- Respond to customer inquiries and service requests through email, chat, and internal ticketing systems with accuracy and professionalism.
- Research and resolve customer issues related to package tracking, delivery, billing, and service complaints.
- Provide clear, concise, and accurate information to customers regarding UPS services, policies, and procedures.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with other departments to escalate and resolve complex customer issues when necessary.
- Identify trends in customer inquiries and suggest improvements to support processes and knowledge base articles.
- Maintain a high level of product and service knowledge to effectively assist customers.
- Adhere to all company policies and procedures, including data privacy and security guidelines.
Required Skills
- Exceptional written communication and grammar skills.
- Proficiency in using email, chat, and internal communication platforms.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team in a fast-paced environment.
- Basic computer literacy and ability to navigate various software applications.
- Excellent organizational and time management skills.
Preferred Qualifications
- Previous experience in a non-voice customer support or administrative role.
- Familiarity with CRM software and ticketing systems.
- Experience in the logistics or e-commerce industry.
- High school diploma or GED equivalent.
Perks & Benefits
- Competitive hourly wage.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Tuition assistance programs.
- Employee assistance program.
- Opportunities for career growth and development within a global company.
- Access to employee discounts on UPS services and other retailers.
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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