UPS (United Parcel Service) is searching for a motivated Customer Support Specialist to join our dynamic team. This role is pivotal in delivering an exceptional customer experience by handling inquiries, resolving issues, and ensuring customer satisfaction throughout every interaction. As a frontline representative, you will assist customers with tracking shipments, resolving delivery issues, providing rate quotes, and managing claims. This is a fast-paced, solution-oriented position that requires a high level of empathy, communication, and attention to detail.

Working closely with cross-functional teams, including operations and logistics, the Customer Support Specialist ensures customers receive seamless service, maintaining UPS reputation as a global leader in logistics. This position offers opportunities for professional development and career growth, with an emphasis on teamwork and customer service excellence. If you are passionate about helping people and thrive in a high-pressure environment, this role is for you.

Responsibilities

• Provide timely and accurate responses to customer inquiries via phone, email, and chat.
• Assist customers in tracking shipments, resolving delivery issues, and initiating investigations for missing packages.
• Process claims, refunds, and service requests efficiently.
• Provide rate quotes, delivery timeframes, and service recommendations.
• Collaborate with logistics, dispatch, and operations teams to resolve complex delivery challenges.
• Monitor open cases to ensure quick and thorough resolution.
• Maintain a detailed knowledge of UPS products and services to provide the best solutions.
• Follow up with customers to ensure satisfaction and address any additional concerns.
• Manage escalations and ensure timely resolution of critical issues.
• Log interactions accurately in the CRM system for reporting and analysis.

Requirements

• High school diploma or equivalent (Bachelor degree preferred).
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to remain calm under pressure and handle high-stress situations.
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional customer service and interpersonal skills.
• Strong time management and organizational skills.
• Fluency in multiple languages (a plus).

Experience

• Minimum of 2 years of experience in customer service or support roles.
• Experience in logistics, shipping, or e-commerce is highly preferred.
• Prior experience using CRM systems like Salesforce or Zendesk is advantageous.

Working Hours

• Full-time position with shifts between Monday to Friday.
• Availability to work occasional weekends and holidays may be required based on business needs.
• Flexible scheduling with shifts ranging from 8 AM to 8 PM.

Knowledge, Skills, and Abilities

• In-depth understanding of customer service practices and techniques.
• Knowledge of UPS shipping policies, procedures, and tools (preferred).
• Strong conflict resolution and decision-making abilities.
• Excellent teamwork and collaboration skills.
• Ability to adapt quickly to changing environments and new technologies.
• Strong analytical skills to identify trends and suggest process improvements.

Benefits

• Competitive salary with regular performance-based bonuses.
• Comprehensive health, dental, and vision insurance packages.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and personal days.
• Employee discounts on shipping and other services.
• Tuition assistance and professional development opportunities.
• Employee wellness programs and resources.

Why Explore a Career at UPS?

At UPS, we are more than just a global logistics leader—we are a community built on collaboration, customer service, and innovation. A career with UPS provides an opportunity to work in an environment where your contributions directly impact our customers and the world of logistics. We foster a culture of continuous learning, where every team member is empowered to grow and explore new career paths within the organization. UPS prides itself on being a diverse and inclusive workplace, committed to sustainability and creating a positive impact on the communities we serve.

Whether you are looking for stability, growth opportunities, or the chance to make a difference, UPS offers the resources and support to help you succeed. Join us, and be part of a global team that ensures the world keeps moving.

About the Company

UPS (United Parcel Service) is one of the world largest and most recognizable logistics companies, operating in more than 220 countries and territories. Founded in 1907, UPS has grown from a small messenger service to a global powerhouse, offering services such as package delivery, freight transportation, and supply chain management. With over 500,000 employees worldwide, UPS is committed to providing fast, reliable, and sustainable solutions for businesses and individuals alike.

We take pride in being at the forefront of logistics innovation, utilizing cutting-edge technology and environmentally sustainable practices to meet the evolving needs of our customers. UPS mission is to empower commerce globally through seamless connectivity and operational excellence. As we continue to expand our services and global footprint, our focus remains on building a future where logistics enhances both business efficiency and quality of life for people everywhere. UPS is not just about packages—it is about delivering what matters.