US Customer Service Representative - Grade 9 (A15)

UPS · Logistics & Transportation

IN - PUNE III GLOBAL BUSINESS SVCS - GBS (INMHH)
On-site
Posted yesterday
Apply by 18 Nov
Customer Service & Support

About the job

Before you apply to a job, select your language preference from the options available at the top right of this page.

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.

Job Description:

Job Description: 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: - 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

Key Responsibilities: - 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

US Universal Voice Customer Service experience is preferred

Qualification & Experience: - 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

US Universal Voice Customer Service experience is preferred

Employee Type:

Permanent

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

Apply on UPS