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UPS Customer Service Telephone Representative in Louisville, Kentucky

Job Title: Customer Service Telephone Representative

Department: Hazardous Materials Support Center – WFF West Mezzanine, 6406 Grade Lane, Louisville KY 40213

Days: Monday - Friday Hours: 3:00pm-8:00pm or 7:00pm-12:00am

Job Description:

HMSC representatives work in an office environment located in the West Mezzanine of the Worldport Freight Facility and currently supports approximately 46 administrative, 4 business professional, and 16 management employees in the Hazardous Materials Support Center (HMSC). They respond to inbound phone calls regarding hazardous materials. These inquires include shipping, packaging, marking, labeling, and documentation required for shipping hazardous materials in the UPS ground and air systems. The HMSC answers questions according to the rules and regulations outlined by the DOT, IATA/ICAO and UPS. Phone calls cover domestic and international shipping from customers and UPSers.

The HMSC Helpdesk is staffed 24 hours a day 7 days a week. The HMSC Helpdesk plays an integral role in ensuring that both our customers and UPSers are in compliance with hazardous materials/dangerous goods laws and regulations. HMSC representatives must have comprehensive knowledge of the rules and regulations in the 49CFR, IATA/ICAO and UPS carrier variations. The representatives assist callers on awareness training and how to properly package and ship dangerous goods. They field calls from UPSers in the operation concerning proper guidelines for accepting, loading, and storing air, ground, domestic, and international dangerous goods. The Helpdesk also provides support and guidance with DG related Flight Operations issues (including the NOTOC) and staffs the UPS DOT Special Permit Line (DOT-SP 15747).

Required Skills:

  • Customer service skills/experience.

  • Good oral and written communication skills.

  • Working knowledge of Microsoft Office.

  • Proficient with office equipment such as computer, fax, scanner, copier, etc.

Preferred Skills:

  • Dangerous Goods Acceptance Auditor or other Dangerous Goods function specific training.

  • Ability to read, comprehend, and interpret regulatory and compliance documentation.

Interpersonal Skills:

Must be flexible, receptive to change, and show a willingness to help the customer. Must be able to work independently with little or no supervision and in a team environment. Should be able to work under pressure with confidence.

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


Category: Administrative

Requisition Number: 345775

Location: Louisville,Kentucky