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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.

Job Description:

This position handles day-to-day service issues within Brokerage. He/She works with hourly and management staff to address process, safety, staffing, and training. This position coordinates the needs and efforts of brokers to ensure customer satisfaction is met. He/She facilitates the smooth execution of procedures and management of systems.

Responsibilities

Lead and coach a team of Brokerage Customer Service representatives.

Monitor workloads and adjust staffing to ensure adequate coverage.

Resolve escalated customer issues and complex service requests.

Handle escalated customer inquiries and complaints professionally

Ensure timely and accurate resolution of client issues.

Collaborate with other departments (e.g., Sales, F&A, Operations) to resolve customers issues.

Ensure compliance with company policies, procedures, and service standards.

Train new and existing team members on systems, procedures, and customer handling.

Provide feedback and performance reviews.

Weekly and monthly Reporting to Brokerage Region

Internal Reports

Required Skills & Qualifications

Strong leadership and interpersonal skills.

Excellent communication and problem-solving abilities.

Ability to analyze data and generate performance reports.

Flexibility to adapt to changing priorities and customer needs.

Excellent interpersonal, verbal and written communication skills.

Excellent knowledge of English Language

Proven knowledge in Microsoft Excel, Word

Minimum 3 years in customer service, preferably in a Brokerage

Employee Type:
 

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