About the Company
UPS (United Parcel Service) 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 efficiency, customer service, and innovation, connecting businesses and individuals across more than 220 countries and territories worldwide.
Job Description
We are seeking a dedicated and proactive UPS Support Specialist to join our growing team. This is a critical remote role focused on providing exceptional support to our UPS customers across all states in the USA. You will be the primary point of contact for inquiries related to shipping, tracking, billing, and general service issues. A strong commitment to customer satisfaction, problem-solving abilities, and an in-depth understanding of UPS services are essential for success in this role. You will work autonomously from your home office, collaborating with a distributed team to ensure seamless service delivery nationwide.
Key Responsibilities
- Provide comprehensive support to UPS customers via phone, email, and chat regarding a wide range of inquiries including package tracking, service selection, billing discrepancies, and claims processing.
- Resolve customer issues efficiently and effectively, escalating complex problems to the appropriate internal departments when necessary.
- Educate customers on UPS products, services, and online tools to enhance their shipping experience.
- Maintain accurate records of customer interactions and transactions using our CRM system.
- Collaborate with internal teams (e.g., operations, finance) to streamline processes and improve service delivery.
- Stay updated on all UPS service changes, policies, and technological advancements.
- Identify trends in customer inquiries and provide feedback for potential service improvements.
- Contribute to a positive team environment through active participation and knowledge sharing.
Required Skills
- Minimum 2 years of experience in a customer support or call center role, preferably within logistics or transportation.
- Excellent verbal and written communication skills with a professional and empathetic demeanor.
- Proficiency in using CRM software and other customer service tools.
- Strong problem-solving skills and the ability to think critically under pressure.
- Ability to work independently in a remote environment with strong self-discipline and time management.
- Basic knowledge of UPS shipping services, tracking, and billing processes.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Logistics, or a related field.
- Advanced knowledge of UPS WorldShip, UPS CampusShip, or other UPS proprietary systems.
- Experience with international shipping regulations and customs processes.
- Bilingual proficiency (especially Spanish) is a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Remote work setup allowance.
- Opportunities for professional development and career advancement within a global company.
- Employee assistance program.
- Exclusive employee discounts on UPS shipping 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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