At UPS, one of the world’s largest and most trusted logistics and package delivery companies, the role of a Customer Support Specialist is crucial in ensuring that our customers experience seamless service from start to finish. In this position, you will act as the primary point of contact for customers, resolving queries and issues related to shipment tracking, billing, service options, and delivery schedules. You will handle a high volume of interactions through phone, email, and chat, providing quick, efficient, and courteous service to our customers.

This role is perfect for individuals who thrive in a fast-paced environment, enjoy problem-solving, and are passionate about delivering exceptional customer service. By working closely with our operations teams, you will help identify challenges and propose solutions, ensuring every customer interaction reflects UPS commitment to reliability. Whether it is assisting a business client with bulk shipments or resolving a delivery issue for an individual customer, you will play a pivotal role in building lasting customer relationships and enhancing brand loyalty.

If you are a proactive communicator with a strong focus on customer satisfaction, we want to hear from you!

Responsibilities:

• Serve as the primary point of contact for inbound customer inquiries via phone, email, and chat.
• Track, monitor, and provide real-time updates on package deliveries and shipments.
• Assist customers with creating or modifying shipping orders, calculating rates, and selecting service options.
• Handle billing inquiries, adjustments, and disputes accurately.
• Identify and troubleshoot service-related issues and escalate complex problems to the appropriate internal teams.
• Collaborate with internal departments such as Operations and Sales to ensure smooth and timely issue resolution.
• Maintain customer records, track issues, and document resolutions in the CRM system.
• Stay updated with new products, policies, and procedures to provide accurate information to customers.
• Provide personalized solutions to meet customer needs, exceeding their expectations wherever possible.
• Handle customer complaints with professionalism and empathy, ensuring customer retention and satisfaction.

Requirements:

• High school diploma or equivalent (Bachelor degree preferred).
• Fluency in English; additional language proficiency is a plus.
• Excellent verbal and written communication skills.
• Strong organizational abilities and attention to detail.
• Proficiency in Microsoft Office and experience using CRM software.
• Ability to manage multiple tasks efficiently under pressure.
• Strong problem-solving skills and a customer-first attitude.

Experience:

• 1–2 years of experience in customer service, preferably in the logistics, transportation, or retail sectors.
• Previous experience handling escalations or working in a call center environment is highly desirable.

Working Hours:

• Full-time role, with 8-hour shifts between Monday and Saturday.
• Flexibility to work occasional evenings, weekends, or holidays as required during peak seasons.
• Shift rotation schedule to ensure work-life balance.

Knowledge, Skills, and Abilities:

• Knowledge of logistics and delivery processes is advantageous.
• Ability to remain calm under pressure and handle challenging customer situations.
• Excellent time management and ability to meet deadlines.
• Strong interpersonal skills with the ability to collaborate across departments.
• A proactive mindset and willingness to continuously learn and adapt.

Benefits:

• Competitive salary with performance-based bonuses.
• Comprehensive healthcare, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, including vacation days, sick leave, and holidays.
• Tuition reimbursement for professional development courses.
• Employee discounts on UPS services and products.
• Opportunities for career advancement within the company.
• Supportive and inclusive work environment.

Why Explore a Career at UPS?

At UPS, we do not just deliver packages—we deliver possibilities. Our employees are at the heart of everything we do, and we are committed to fostering an environment where each team member can thrive. We believe in empowering our workforce with continuous learning and career growth opportunities, ensuring that our employees grow as we grow. Whether you are starting your career or seeking new challenges, a role at UPS will offer you the chance to work alongside passionate, innovative professionals dedicated to making a real impact. Join us, and you’ll be part of a global community that values hard work, diversity, and teamwork.

About the Company:

UPS (United Parcel Service) is a global leader in logistics, offering package delivery, transportation, and supply chain solutions to customers in over 220 countries and territories. Founded in 1907, UPS has grown from a small messenger service into one of the most recognizable brands worldwide, known for its reliability and commitment to service excellence. Our cutting-edge technology, expansive global network, and talented workforce help us deliver millions of packages every day.

Beyond logistics, UPS is committed to sustainable business practices and community engagement. We invest in innovative solutions to reduce our environmental impact and improve the well-being of the communities we serve. As a company driven by the values of integrity, teamwork, and service, UPS remains committed to creating a workplace that nurtures growth, diversity, and inclusion for all. Come join us on our journey to make the world a better, more connected place—one package at a time.