Customer Service Associate

1 day ago

Virginia, Australia UNITED PARCEL SERVICE Full time

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.

**Title**:
Customer Service Associate

**Department**

Operations

**Company Overview**:
MNX, a UPS company, is a leader in time and mission critical logistics and supply chain services. Whether it is a medical device, a radioactive cancer therapy, the engine of an airplane, a high-speed network router, a hard drive encrypted with a summer movie release or a liver donated for transplant, the most time sensitive shipments in the world are entrusted to MNX.

**Job Overview**:
Customer Service Associates are responsible for booking expedited domestic and international shipments for national customers. They provide quality shipping solutions and ensure professional customer service by liaising with key parties, including third-party suppliers and other company offices.

**Key Responsibilities**:

- Answer phone calls promptly and professionally to meet clients' shipping needs.
- Support the Account Manager and Customer Service Team in managing escalations and liaising between clients, vendors/partners, and the company.
- Input, monitor, and process shipments using MNX’s system, ensuring compliance with Standard Operating Procedures (SOPs) and special instructions for pick-up and delivery.
- Notify relevant parties of any changes in shipment statuses and pre-alert service partners of special service requests.
- Advise customers of delays and quote accurate charges for services.
- Ensure that each shipment generates the maximum contribution to the company by meeting the required service levels at the lowest possible cost.
- Review working processes with carriers and transport companies to ensure best practices and competitive fees.
- Assist the sales team with domestic and ad hoc quotations and client/product knowledge.
- Respond to domestic bill queries from customers in a timely manner.
- Assist co-workers and ensure all incomplete work is followed up before the end of the shift.
- Create and update customer reports as required for presentation.
- Extract and clean up raw data from all systems.
- Oversee RDRs and POD entries to ensure timely data submission.
- Ensure all zero ratings are completed for all customers.

**Skills and Experience**:

- Proven experience in a customer support role or similar position
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Ability to multitask and work efficiently in a fast-paced environment
- A positive attitude and a passion for helping others

This description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position. It is, instead, a description of the essential elements of the position that are needed for recruitment, placement, orientation, training, competency and performance management, classification, compensation determination and other Human Resource actions.

**Employee Type**:
Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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