About the Company
UPS (United Parcel Service) 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 more efficiently manage the world of business. With a commitment to innovation, sustainability, and exceptional customer service, UPS connects people, businesses, and communities worldwide, delivering more than just packages – we deliver possibilities.
Job Description
Join UPS as a Customer Liaison and become the essential link between our valued customers and our robust operational teams. In this critical role, you will champion customer satisfaction by providing expert support, resolving inquiries, and ensuring a seamless service experience. This is an exciting opportunity for an individual with excellent communication skills and a passion for service to contribute to a world-renowned logistics leader. We are looking for someone who can start immediately and make an immediate impact.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries, concerns, and feedback via phone, email, and in-person interactions.
- Investigate and resolve customer issues efficiently, including shipment tracking discrepancies, delivery delays, billing questions, and service complaints.
- Communicate effectively with customers, providing clear, concise, and accurate information regarding services, policies, and resolutions.
- Collaborate closely with internal departments, such as operations, sales, and billing, to ensure timely and effective problem resolution.
- Document all customer interactions and resolutions accurately in the customer relationship management (CRM) system.
- Educate customers on UPS products, services, and self-service options to enhance their overall experience.
- Identify opportunities to improve customer satisfaction and contribute to process improvements.
- Maintain a high level of professionalism and empathy in all customer interactions.
Required Skills
- Exceptional verbal and written communication skills.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Demonstrated customer service experience, ideally in a fast-paced environment.
- Proficiency in basic computer applications, including Microsoft Office Suite.
- Ability to work independently and as part of a team.
- Excellent organizational skills and attention to detail.
- Ability to multitask and manage time effectively under pressure.
Preferred Qualifications
- Previous experience in the logistics, transportation, or supply chain industry.
- Familiarity with CRM software or similar customer support tools.
- Post-secondary education in business administration, communications, or a related field.
- Bilingualism (e.g., English and French) is considered an asset.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation and sick leave.
- Opportunities for career advancement and professional development within a global company.
- Employee assistance program.
- Retirement savings plan (e.g., RRSP/401k match).
- Employee discounts on UPS services.
- A supportive and collaborative work environment.
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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