Client Relationship Manager

UPS; City of Edinburgh; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking organization as a Customer Relations Specialist, where you will play a crucial role in resolving customer complaints and enhancing service quality. This position involves managing customer interactions through various channels, ensuring that issues are addressed efficiently and diplomatically. You will collaborate with multiple departments, including Public Relations and Legal, to develop insightful reports and improve customer satisfaction. With opportunities for growth and a commitment to a supportive workplace, this role is perfect for individuals passionate about customer service and problem-solving.

Qualifications

• Strong customer service skills to handle complaints effectively.
• Ability to communicate diplomatically with VIPs and frustrated customers.

Responsibilities

• Handle and process customer complaints regarding delivery issues.
• Interact with corporate departments to develop reports on customer issues.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Diplomatic Skills

Education

High School Diploma

Bachelor's Degree

Tools

Customer Information Databases

Job description

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

The Customer Relations Specialist is responsible for handling and processing UPS customers' complaints about package delivery problems (such as missing and damaged items) and service failures (such as missed deliveries). They handle and process customer issues through phone calls (to UPS Corporate Headquarters, Global Business Services, and UPS telephone package line), emails, faxes, and letters.

This role involves managing calls directed to UPS senior management and Management Committee members, overseeing the resolution process, and reporting back on issue and complaint resolutions. The specialist utilizes 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 position requires interaction with UPS corporate departments (including Public Relations, Legal, and Security) to notify them of customer issues and develop reports for Customer Relations and senior management, summarizing issues and resolutions. The specialist must act diplomatically, especially when handling calls from VIPs or frustrated customers, and process correspondence from attorneys and attorneys general within established deadlines.

Employee Type

Permanent

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