Logo of Huzzle

Home

Matches

Explore

Manage

Customer Relations Specialist

image

UPS

11d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Logistics
  • London

AI generated summary

  • You must handle customer complaints, manage resolutions, interact with corporate departments, and process correspondence effectively. Strong communication and problem-solving skills are essential.
  • You will handle customer complaints, process inquiries via various channels, manage issue resolutions, and collaborate with corporate departments while addressing concerns of VIPs and attorneys.

Requirements

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

Responsibilities

  • 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.

FAQs

What are the primary responsibilities of a Customer Relations Specialist at UPS?

The primary responsibilities include handling and processing customers' complaints about package delivery issues and service failures, managing customer communication through various channels, and interacting with UPS corporate departments to ensure timely resolution of issues.

What types of customer complaints will the specialist handle?

The specialist will handle complaints related to missing and damaged items as well as missed deliveries.

Is this position responsible for communicating with senior management?

Yes, the Customer Relations Specialist manages the resolution process for issues escalated to senior management and reports back on the outcomes.

What communication methods will the specialist use to interact with customers?

The specialist will communicate with customers via phone calls, emails, faxes, and letters.

Will the Customer Relations Specialist need to work with other UPS departments?

Yes, the specialist will interact with various corporate departments including Public Relations, Legal, and Security.

How will the specialist manage difficult or frustrated customers?

The specialist must act diplomatically to handle calls from VIPs and to effectively diffuse and stabilize calls from frustrated customers.

Are there any specific deadlines involved in this role?

Yes, the position involves processing correspondence from attorneys and state attorneys general within established deadlines.

What is the employment type for this position?

The employment type for this position is permanent.

Does UPS have a commitment to workplace equality?

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

image

UPS

Transportation
Industry
10,001+
Employees
1907
Founded Year

Mission & Purpose

Operating in more than 200 countries and territories, we’re committed to moving our world forward by delivering what matters. Beginning as a small messenger service, UPS was started by two enterprising teenagers and a $100 loan. Now, we’re more than 500,000 UPSers strong, with operations around the globe. As a transportation and logistics leader, we are proud to offer innovative solutions to our customers—both big and small. We also support the communities we serve. Just take a look at The UPS Foundation’s social impact report! Headquartered in Atlanta, we can be found on the web at ups.com and about.ups.com. Job seekers can visit upsjobs.com to learn more. Our active social media channels include Facebook, Instagram, Twitter, YouTube, and TikTok.