US Customer Service Representative
UPS Supply Chain Solutions · Pune · onsite · Posted 36d ago
Undisclosed4–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
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 issueresolution 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 - Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues
- Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies
- Handle inbound and outbound calls with high level of service quality, empathy, and professionalism
- Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions
- Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers
- Collaborate with internal teams to ensure timely and effective resolution
- Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiency
- 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
- 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
Sourced from naukri
Skills
Customer ServiceCustomer ExperienceCustomer SupportcrmLogistics ServicesService qualityOutboundShipmentLogisticsTransportationInbound and outbound callsSupply ChainCommunication SkillsinboundVoice Support
About UPS Supply Chain Solutions
UPS Supply Chain Solutions
Logistics
375
employees
2002
24 years old
Alpharetta, GA, United States
United States
₹8.2L PA avg
Avg at UPS Supply Chain Solutions
About
UPS Supply Chain Solutions offers comprehensive logistics and transportation services, enhancing supply chain efficiency across multiple industries worldwide.
Industries
Logistics
Employee ratings
10 reviews
3.7/ 5
Culture
3.0
Career growth
2.9
Work-life
3.7
Employees rate it well for
Compensation & Benefits37Overall Company37
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