Customer Relations Specialist

Description

**Before applying, select your preferred language from the options available in the upper-right corner of this page.** Explore your next opportunity with a Fortune Global 500 organization. Discover innovative possibilities, experience our rewarding culture, and work alongside talented teams that help you improve every day. We know what it takes to lead UPS into the future — people with a unique combination of competence and passion. If you possess the qualities and motivation to lead yourself or teams, roles are ready to cultivate your skills and take you to the next level. **Job Description:** The Customer Relations Specialist is responsible for handling and processing UPS customers' complaints about package delivery problems (i.e., missing and damaged items) and service failures (i.e., missed deliveries). He/She handles and processes customers' issues and complaint phone calls (i.e., calls to UPS Corporate Headquarters, Global Business Services, and UPS telephone package line), emails, faxes, and letters. This position is responsible for handling calls originally directed to UPS senior management and Management Committee members, managing the resolution process and reporting back to UPS senior management and Management Committee members on issue and complaint resolutions. The Customer Relations Specialist utilizes customer information databases to build customers' complaint profiles, summarizes and highlights customers' issues, and determines UPS location responsibility (e.g., District Managers, Operations Centers, etc.) for resolving customers' issues. This position interacts with UPS corporate departments (i.e., Public Relations, Legal, and Security) to ensure departments are notified of customers' issues and develop reports for Customer Relations and UPS senior management, summarizing customers' issues and resolutions. He/She acts diplomatically to handle calls from VIPs and diffuses and stabilizes calls from frustrated customers. This position processes correspondence from attorneys and states' attorneys general to ensure requests, demands, and inquiries are processed correctly within established deadlines. **Employment Type:** Permanent UPS is committed to providing a workplace free from discrimination, harassment, and retaliation.