Brokerage Assist Specialist

UPS; Sydney; On-site; AUD 65,000 - 75,000; Full time

Job summary

UPSのブローカレッジカスタマーサポートスペシャリストは、顧客アカウントをサポートし、通関に関する問題解決やデータ更新、レポート作成を担当します。オンボードアシストプログラムを通じ、新規顧客の準備を整え、ブローカレッジ設定を検証します。

この役割はアカウントエグゼクティブ、オリジン・デスティネーションブローカレージチーム、顧客と密接に連携し、通関リスクを特定して是正措置を提案します。12週間の監視期間中の成果を文書化し、顧客体験の向上とオンタイムリリースの実現を目指します。

Qualifications

• 国境を跨ぐ通関ブローカレッジのコンプライアンス知識と実務経験があること。
• ブローカレッジ業務の経験があること。
• 英語での顧客対応や報告書作成ができること。

Responsibilities

• アカウント担当エグゼクティブと連携し、オンボードの初期設定をサポートする。
• 顧客資料の確認とエクスポート/インポートのプロファイル作成を行う。
• ウェルカムコールを実施し、出荷要件の案内と初期出荷の監視を行う。
• 顧客の出荷追跡と問題解決のための調整を行う。
• 関係者と協力して顧客体験の継続的改善を推進する。

Skills

顧客サポート

コミュニケーション能力

リモート協働経験

輸出入規制知識

分析力

Job description

職務への応募の前に、このページの右上にあるオプションから言語設定を選択してください。

Fortune Global 500 の組織で次の機会を探りましょう。 革新的な可能性を想像し、やりがいのあるカルチャを体験し、日々より良いものになるための才能あるチームと協力してください。 私たちは、UPS を明日へと導くのに何が必要か知っています。スキルと情熱のユニークな組み合わせを持つ人々です。 自分やチームをリードする資質と意欲があれば、あなたのスキルを養い、あなたを次のレベルに引き上げる準備ができている役割があります。

職務内容:

Job Description:

The Brokerage Customer Support Specialist supports customer accounts. He/She analyzes and responds to customers requests, resolves customer issues, conducts research, prepares reports, and identifies account penetration opportunities. This position reviews rates, tracks shipments and orders, prepares reports, and updates customer files and profiles. The Brokerage Customer Support Specialist maintains ongoing relationships with customers and assists with customer setups. He/She provides service failure recovery management. This position may require travel to customer locations for business and quality reviews.

Job Summary

The Brokerage Customer Support Specialist, acting as the Brokerage Assist Agent (BA Agent), plays a critical role in driving successful customer implementation and strengthening long-term customer relationships. The BA Agent ensures smooth and proactive onboarding experience for new customers at the start of their shipping journey by enabling customer readiness, validating brokerage setup, and establishing effective shipment monitoring and exception management processes.

Working closely with Account Executives, Origin and Destination Brokerage teams, and customers, the BA Agent proactively identifies and resolves customs clearance risks that may impact service performance. The role is accountable for conducting root cause analysis on shipment holds and recommending compliant corrective actions or alternative solutions to mitigate risk, support timely shipment release, and reinforce customer confidence and retention.

Job Duties

Customer Enrolment and Profile Setup

• Review and confirm enrolment requests from Account Executives

• Validate customer information and documentation for accuracy and compliance.

• Communicate with customers to gather required documents for export/import profiles.

• Create and maintain customer profiles, including Customer Handling Notes (CHNs).

Welcome Call and Shipment Monitoring

• Conduct welcome calls to introduce the Onboard Assist program and explain shipment requirements.

• Guide customers on proactive shipment alerts for the first three shipments.

• Monitor the first three shipments to identify potential holds or customs clearance issues.

• Collaborate with internal Brokerage teams to resolve shipment delays efficiently.

Proactive Customer Support

• Identify gaps in documentation and guide/work with customers/origin & destination on corrective actions.

• Communicate potential customs issues and costs during onboarding to manage customer expectations.

• Maintain a detailed log of actions taken (through Onboard Assist Program or Brokerage Navigator) to address documentation or shipment issues.

Monitoring and Reporting

• Monitor customer shipments over a 12-week period to track the onboarding effectiveness.

• Document and report onboarding outcomes, trends, and resolutions to measure implementation success and support continuous improvement.

• Prepare and present closing documents to customers summarizing activities, outcomes, and OTR (On-Time Release) performance for the monitored period.

Collaboration and Follow-Up

• Coordinate closely with Account Executives, Origin, and Destination teams to ensure a seamless handover and sustained customer experience post-onboarding.

• Follow up on special cases, including shipments requiring Free Trade Agreement compliance or unique regulatory needs.

• Assist colleagues with specialized knowledge on export/import processes when required.

Job Competencies

• Demonstrates understanding of Cross border Customs brokerage compliance regulatory knowledge and experience in Brokerage operation.

• Performs work with minimal supervision, analyzes and solves problems and uses excellent communication skills.

• A good team player with remote collaboration experience.

社員タイプ:

常勤

UPSは、差別、ハラスメント、報復のない職場を提供することにコミットしています。