Service Specialist II - MEX

PURPOSE

As a UPS Service Specialist, you will be a part of a dynamic, collaborative, and hardworking team. You are the customer advocate and will help our customers understand the many nuances of transportation and help troubleshoot issues if they arise. You will partner with our clients and coworkers to solve issues, effectively and creatively, while building relationships and providing support to help their business grow.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Consistent Monday-Friday work schedule, no weekends
• Communicate daily with both internal and external customers
• Maintain a high level of activity over the phone and email through our CRM system
• Ability to research, identify and capitalize on profitable opportunities that are presented daily
• Ability to understand and consult customers in relation to fees, products, and services
• Ability to troubleshoot and support customers in navigating service disruptions
• Maintain an ongoing focus on creating positive and supportive customer experiences
• Ability to establish strong partnership with key executives and decision makers within each customer and territory
• Ability to collaborate with various support teams including sales and franchise owners
• Effectively navigate and utilize carrier systems and websites
• Learn and employ carrier specific knowledge
• Handle escalated customer service issues including but not limited to delayed and missing/damaged packages, rating, label creation, billing disputes, scheduling pickups and product knowledge
• Consult customers on how to avoid service disruptions, carrier nuances, and current industry standards

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Previous experience working directly with customers
• Outstanding collaboration and communication skills at multiple levels
• Ability to work as a team
• Exceptional verbal and written communication skills
• Customer focused and solutions-oriented
• Commitment to continuous improvement
• Strong growth mindset with the willingness to learn and be coached
QUALIFICATIONS/EDUCATION

• High School diploma or GED required
• Bachelor’s degree in communications, business, marketing, or other business-related fields preferred
• Ability to adapt to a fluctuating environment
• Robust prioritization, organization, and time management skills