About the Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. With a history of innovation and a commitment to customer service, UPS connects people, businesses, and communities worldwide, delivering over 25 million packages daily. We are driven by a strong purpose: moving our world forward by delivering what matters.
Job Description
We are seeking a highly motivated and customer-focused UPS Support Lead to join our team in Brickell, Miami. This role presents a unique opportunity to not only provide exceptional support but also to step into a management track, guiding and mentoring a team of support specialists. The ideal candidate will have a solid understanding of UPS operations, excellent communication skills, and a passion for leadership. You will be instrumental in ensuring smooth operations, resolving complex customer inquiries, and fostering a positive and productive team environment. This position is perfect for someone looking to grow their career into management within a leading global logistics company.
Key Responsibilities
- Lead and mentor a team of UPS support specialists, fostering a collaborative and high-performance environment.
- Oversee daily support operations, ensuring all service level agreements (SLAs) are met or exceeded.
- Handle escalated customer inquiries and complex service issues with professionalism and efficiency.
- Provide training and ongoing coaching to team members on UPS systems, services, and customer service best practices.
- Monitor team performance metrics, identify areas for improvement, and implement corrective actions.
- Collaborate with other departments to streamline processes and improve overall customer satisfaction.
- Prepare reports on team performance, customer feedback, and operational efficiency.
- Ensure compliance with all company policies and procedures, as well as relevant industry regulations.
- Participate in the recruitment and onboarding of new support team members.
- Drive continuous improvement initiatives within the support team to enhance service quality.
Required Skills
- Minimum 3 years of experience in a customer service or support role, preferably within logistics or transportation.
- Demonstrated leadership potential or experience in a supervisory/team lead capacity.
- Exceptional communication skills, both verbal and written.
- Strong problem-solving abilities and decision-making skills.
- Proficiency in using CRM software and other support tools.
- Ability to work effectively in a fast-paced and dynamic environment.
- Strong organizational skills with attention to detail.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Business Administration, Logistics, or a related field.
- Direct experience with UPS systems and service offerings.
- Experience with performance coaching and team development.
- Bilingual proficiency (English and Spanish) is a plus, given our Miami location.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Employee assistance program.
- Opportunities for professional development and career advancement within a global company.
- Tuition reimbursement program.
- Access to employee discount programs.
- On-site training and mentorship for leadership growth.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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