UPS Order Processing Rep II in Middletown, Pennsylvania

UPS Cartage Services Inc. is currently seeking a Part-time Order Processing Representative II. The Order Processing Rep II will have at least two years' experience in a fast-paced inbound call center or closely related environment. Responsible for providing problem resolution, air freight rate analysis and track/trace information to the customer and may require communication throughout the day by various means with the customer and UPS origins, Traffic and Sales groups. The candidate will have strong analytical, oral/written communication, customer service, and time management skills.

The Order Processing Representative II's responsibilities include but are not limited to the following:

  • Provide inbound telephone customer support in a call center environment and determine the nature of the call or inquiry.

  • Communicate with internal/external customers on a daily basis via phone, fax, and e-mail

  • Analyze data and respond to customer communications timely.

  • Resolve problems and maintain an ongoing professional relationship with internal and external customers.

  • Process domestic and international shipments; ensure specific customer requirements are followed.

  • Process shipments in accordance with UPS Cartage Services Inc., and US Commerce Department policy and regulations.

  • Follow up on requests, review rates as needed, track and route shipments and orders, prepare reports, customer set ups, update customer files and profiles.

  • Quickly and professionally answer inbound calls to determine call nature or inquiry to include explanation of services available, features, costs, and other related UPS services.

  • Data entry of customer orders to include routing, tracking, and proof of delivery.

  • Investigate status of existing service requests or initiate a new order by confirming and entering the appropriate customer and request data.

  • Route customer requests to the appropriate dispatcher or other UPS employee.

  • Escalate problems and concerns beyond the ability of the OPR to an immediate supervisor or manager.

  • Effectively communicate changes to dispatch/warehouse regarding customer orders.

  • Promote orders from quote to dispatch within minutes of receipt.

  • Determine the most efficient shipping method for orders.

This job description is intended to describe the general nature and level of work being performed by persons assigned to this classification. It is not intended to be an exhaustive list of all job responsibilities, duties and skills required for this position.

Minimum Requirements

  • HS Diploma or equivalent

  • Two or more year's customer service experience in a fast-paced call center environment

  • HAZMAT shipment auditing and processing a plus

  • Demonstrated ability to manage multiple tasks in a fast-paced environment under minimal supervision with a high attention to detail

  • Strong analytical, oral/written communication, customer service, and time management skills

  • Experience in transportation, logistics, and freight forwarding a plus

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity


Category: Administrative, Logistics Hourly

Requisition Number: 113567

Location: Middletown,Pennsylvania