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Job Description:
The Customer Relations Specialist is responsible for handling and processing UPS customers' complaints related to package delivery issues (such as missing or damaged items) and service failures (such as missed deliveries). The role involves managing customer issues through various communication channels including phone calls to UPS Corporate Headquarters, emails, faxes, and letters.
This position handles calls directed to UPS senior management and the Management Committee, manages the resolution process, and reports back on issue resolutions. The specialist uses customer information databases to build complaint profiles, summarizes customer issues, and determines the responsible UPS location (e.g., District Managers, Operations Centers) for resolution.
The role requires interaction with UPS departments such as Public Relations, Legal, and Security to notify them of customer issues and develop reports for senior management. The specialist must handle calls diplomatically, especially from VIPs and frustrated customers, and process correspondence from attorneys and state attorneys general within established deadlines.
Employee Type:
Permanent
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