Client Relationship Manager

United Parcel Service of America, Inc; Easter Howgate; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a forward-thinking organization as a Customer Relations Specialist, where you will play a crucial role in managing customer complaints and ensuring service excellence. In this dynamic position, you will handle various communication channels to resolve issues related to package delivery, interact with senior management, and collaborate with multiple departments. This role not only offers the chance to develop your skills in a supportive environment but also provides opportunities for career advancement within a globally recognized company. If you thrive in a fast-paced environment and are passionate about customer service, this is the perfect opportunity for you.

Qualifications

• Experience in handling customer complaints and service failures.
• Strong communication skills to manage customer interactions.

Responsibilities

• Handle and process customer complaints related to package delivery.
• Manage resolution processes and report back on issue resolutions.

Skills

Customer Service

Communication Skills

Problem Solving

Conflict Resolution

Education

High School Diploma

Bachelor's Degree

Tools

Customer Information Databases

Job description

Explore Your Next Opportunity

Join a Fortune Global 500 organization where you can envision innovative possibilities, experience a rewarding culture, and work with talented teams that help you grow every day. We seek individuals with a unique combination of skill and passion to lead themselves or teams, with roles available to develop your skills and advance your career.

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

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