Admin. Associate II, Business & Sales Support

M05 UPS GLOBAL BUSINESS SERVICES CO; Medellín; On-site; COP 22,320,000 - 29,016,000; Full time

Job summary

United Parcel Service, Inc. in Medellín, Colombia, is seeking a permanent customer service professional to support a wide range of internal and external stakeholders through calls, emails, SMS, and chats.

The role emphasizes resolving inquiries and claims in line with consumer laws and contributing to process improvements. The successful candidate will help maintain positive relations, document information, and assist with back-office operations to ensure seamless UPS services.

Responsibilities

• Provides comprehensive customer service support to both external and internal stakeholders, including but not limited to Sales Support, Healthcare, Claims, Commercial Support, Brokerage, SCS, and Billing.
• Ensures the maintenance of positive customer relations and the fair, effective resolution of inquiries, exceptions, complaints, and claims in accordance with consumer laws.
• Develops organization-wide initiatives to proactively inform and educate customers.
• Formulates improvement plans based on customer survey feedback.
• Offers customer service support through various channels such as calls, emails, SMS, and chats.
• Processes back-office activities and monitors the resolution process of customer cases.
• Documents incoming information regarding customer concerns and conducts thorough investigations until the case is resolved.
• Provides administrative or technical support to ensure effective on‑going operations.

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. 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.

Job Description:

Provides comprehensive customer service support to both external and internal stakeholders, including but not limited to Sales Support, Healthcare, Claims, Commercial Support, Brokerage, SCS, and Billing and any future commercial and support functions. Ensures the maintenance of positive customer relations and the fair, effective resolution of inquiries, exceptions, complaints, and claims in accordance with consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Formulates improvement plans based on customer survey feedback. Offers customer service support through various channels such as calls, emails, SMS, and chats. Processes back-office activities and monitors the resolution process of customer cases. Documents incoming information regarding customer concerns and conducts thorough investigations until the case is resolved. Provides administrative or technical support to ensure effective on‑going operations. Applies knowledge of established processes and procedures to execute with excellence. Performs administrative work that requires working knowledge and skills developed through formal training or work experience. Recognizes and solves typical problems by evaluating and selecting solutions from established options. Impacts own team through the quality of the services or information provided. Works within established procedures with moderate supervision.

Employee Type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.