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 more efficiently manage the world of business. With a history of innovation and a commitment to customer satisfaction, UPS connects businesses and individuals across more than 220 countries and territories worldwide. We are dedicated to delivering what matters, from packages to possibilities.
Job Description
Join the United Parcel Service team as a Customer Liaison specializing in Professional Written Support. This remote position focuses on providing exceptional service to our customers through various written communication channels. You will be instrumental in resolving inquiries, addressing concerns, and providing detailed information, ensuring a seamless and positive experience for UPS clients. This role demands excellent written communication skills, attention to detail, and a proactive approach to problem-solving, all while working independently from your remote location.
Key Responsibilities
- Respond to customer inquiries and resolve issues promptly and professionally via email, chat, and other written platforms.
- Provide accurate and comprehensive information regarding UPS services, tracking, billing, and general logistics questions.
- Document all customer interactions and resolutions thoroughly in our CRM system.
- Collaborate with internal departments to escalate and resolve complex customer concerns efficiently.
- Maintain a high level of customer satisfaction through clear, concise, and empathetic written communication.
- Adhere to all company policies and procedures, ensuring compliance and quality in all interactions.
- Identify opportunities for service improvement and contribute to knowledge base articles.
Required Skills
- Exceptional written communication and grammar skills.
- Proven ability to articulate complex information clearly and concisely.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using CRM software and other communication tools.
- Ability to work independently and manage time effectively in a remote environment.
- High level of professionalism and customer service orientation.
- Basic computer literacy and typing proficiency.
Preferred Qualifications
- Associate's or Bachelor's degree in Communications, Business, or a related field.
- Previous experience in a written customer support or liaison role.
- Familiarity with the logistics or shipping industry.
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Employee assistance program.
- Opportunities for career growth and professional development.
- Access to UPS employee discounts.
- Flexible remote work schedule.
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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