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UPS Customer Care Specialist in Louisville, Kentucky

Job Summary

The Customer Care Specialist performs client servicing for UPS Supply Chain Solutions' order entry and customer service operations. The incumbent handles a high volume of customer calls and orders. This position analyzes and responds to customer requests, resolves customer issues, generates reports, and identifies potential business opportunities. This role supports revenue growth by promoting new service offerings with customers. This position develops and coordinates the customer service training program and writes standard operating procedures (SOPs) and work instructions. The incumbent assists with new client implementations, maintains ongoing customer relationships, and helps retain business. This position supports contract management, process improvements, systems enhancements, and high levels of quality and customer service.

Responsibilities

  • Solves customer issues, processes orders, and identifies solutions

  • Determines methods and procedures to complete complex tasks

  • Participates in customer status meetings with management to discuss updates on customer issues and resolutions and to facilitate management involvement for complex and escalated issues

  • Maintains open, constant and proactive customer communications to provide updates on service issues, maintain awareness of customer needs and ensure customer satisfaction

  • Creates and compiles data and creates presentations to provide management with results of UPS's performance in relation to key performance indicators (KPI)

  • Prepares for and conducts customer service training sessions (e.g., policies and procedures, refresher courses, customer service etiquette, order entry process, systems and tools usage, system updates, etc.) to meet operational needs, increase productivity and optimize training and educational comprehension

  • Generates customer reports and participates in quarterly business reviews

  • Manages and strategizes other Ad Hoc projects

Preferences

  • Demonstrates an attention to detail; documents specific and accurate information; thoroughly learns a topic; maintains organized files

  • Demonstrates a general knowledge of techniques for soliciting and gathering information

  • Displays understanding of supply chain concepts; identifies issues within a supply chain

  • Advanced knowledge and/or experience in Microsoft Office products (Access, Excel, Word and PowerPoint)

  • Bachelor’s Degree (or internationally comparable degree)

  • Operations experience in a distribution environment

  • Knowledge of Warehouse Systems

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Company: UNITED PARCEL SERVICE

Category: Operations

Requisition Number: 322492

Location: Louisville,Kentucky

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