Distribution Customer Care Specialist at UPS

Posted in Transportation 26 days ago.

Location: Middletown, Connecticut





Job Description:

If you’re looking to make an impact with UPS’s healthcare customers, we want to hear from you! UPS Supply Chain Solutions is seeking a Customer Care Specialist for its healthcare order entry and customer service operations. Handling a high volume of calls and orders, the Customer Care Specialist analyzes and responds to customer requests, resolves issues, generates reports and identifies potential business opportunities.

In addition to supporting revenue growth by promoting new service offerings, he/she develops and coordinates the customer service training program and writes standard operating procedures (SOPs) and work instructions. The Customer Care Specialist also assists with new client implementations, maintains ongoing customer relationships and helps retain business, along with supporting contract management, process improvements, systems enhancements and high levels of quality and customer service.

Responsibilities and Duties

  • Maintains constant, proactive customer communications to provide updates on service issues, maintain awareness of customer business needs and ensure customer satisfaction
  • Conducts operational process reviews to identify gaps and offer solutions
  • Maintains customer issues data log to provide visibility and detailed information on service failures
  • Plans projects to properly allocate time and resources
  • Processes customer orders and identifies business development opportunities to satisfy service objectives and support revenue growth
  • Participates in status meetings to discuss customer issues and resolutions; facilitates management involvement for complex and escalated issues
  • Handles customer phone calls to resolve and manage concerns and promote cost-effective solutions
  • Writes SOPs, work instructions and training modules/manuals
  • Compiles data and creates presentations highlighting UPS’s performance in relation to key performance indicators
  • Gathers detailed project data to analyze project issues, formulate resolutions and build final product

Knowledge and Skills

  • Demonstrates basic understanding of UPS’s products, services and customer-facing technology solutions, along with their features and business applications; describes general customer profiles targeted by company
  • Demonstrates basic understanding of a business problem; recommends solutions
  • Understands big picture concepts and how details impact end-goals and outcomes; ensures work is complete, accurate and contains appropriate detail
  • Generates simple reports using basic functions in software and/or writing basic queries; identifies information required to complete reports, as well as existing reports generated by others
  • Recognizes when customers are having issues; identifies resolutions and recommends solutions
  • Establishes and maintains entry-level contacts in customer organizations; builds relationships to further understand customers’ business and objectives
  • Demonstrates basic understanding of supply chain concepts; identifies issues within a supply chain
  • Understands grammatical rules; expresses ideas clearly and concisely as related to business objectives
  • Bachelor's Degree (or internationally comparable degree) – Preferred