Customer Relations Specialist

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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 tomorrowpeople 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 Customer Relations Specialist is responsible for handling and processing UPS customers' complaints about package delivery problems (i.e., missing and damaged items) and service failures (i.e., missed deliveries).

• He/She handles and processes customers' issues and complaint phone calls (i.e., calls to UPS Corporate Headquarters, Global Business Services, and UPS telephone package line), emails, faxes, and letters.
• This position is responsible for handling calls originally directed to UPS senior management and Management Committee members, managing the resolution process and reporting back to UPS senior management and Management Committee members on issue and complaint resolutions.
• The Customer Relations Specialist utilizes customer information databases to build customers' complaint profiles, summarizes and highlights customers' issues, and determines UPS location responsibility (e.g., District Managers, Operations Centers, etc.) for resolving customers' issues.
• This position interacts with UPS corporate departments (i.e., Public Relations, Legal, and Security) to ensure departments are notified of customers' issues and develop reports for Customer Relations and UPS senior management, summarizing customers' issues and resolutions.
• He/She acts diplomatically to handle calls from VIPs and diffuses and stabilizes calls from frustrated customers.
• This position processes correspondence from attorneys and states' attorneys general to ensure requests, demands, and inquiries are processed correctly within established deadlines.

Permanent