US Customer Service Representative

US Customer Service Representative

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

The US Customer Service Representative will be responsible for delivering exceptional customer support through live inbound and outbound calls. This role involves assisting US-based customers with their logistics, shipping, tracking, and issue-resolution needs. The role requires strong communication skills, the ability to manage customer interactions professionally, and prior experience handling US customers. The ideal candidate will be fluent in English and demonstrate a customer-first mindset while adhering to UPS Logistics guidelines and service standards.

Key responsibilities include:

• Delivering efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues
• Understanding customer needs and offering solutions that align with UPS logistics services, processes, and policies
• Handling inbound and outbound calls with a high level of service quality, empathy, and professionalism
• Accurately documenting customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions
• Staying updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers
• Collaborating with internal teams to ensure timely and effective resolution
• Identifying process gaps or challenges and suggesting improvements to enhance the overall customer experience and operation efficiency

Key responsibilities also include:

• Fluency in English with excellent written and verbal communication
• Strong problem-solving skills with attention to detail
• Ability to analyze a problem by maintaining ownership until a resolution is provided
• Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
• Excellent interpersonal and active listening skills
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones
• Minimum 1+ years of US Customer Service experience is preferred, especially in voice support

Qualification & experience includes:

• Graduate in any stream
• Familiarity with UPS Logistics process or similar logistics providers
• Experience in logistics, shipping, or transportation customer service
• Experience with order tracking, shipment coordination, or supply chain customer support
• Ability to handle high volumes of call traffic effectively

Employee type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.