US Customer Service Representative - Grade 9 (A15)

228 UPS Logistics Private Limited; Pune District; On-site; INR 1,674,000 - 2,344,000; Full time

Job summary

United Parcel Service, Inc. in Pune invites applications for a US Customer Service Representative to deliver exceptional live voice support to US-based customers.

You will assist with logistics, shipping status, tracking and issue resolution, documenting interactions in the CRM and maintaining UPS service standards. The ideal candidate is fluent in English, has strong communication and problem solving skills, and is willing to work shifts, including evenings, graveyard hours and weekends to

Qualifications

• Graduate degree in any discipline is required.
• Previous US customer service experience is preferred.
• Experience in logistics, shipping, or transportation support is a plus.

Responsibilities

• Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues
• Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies
• Handle inbound and outbound calls with high level of service quality, empathy, and professionalism
• Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions
• Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers
• Collaborate with internal teams to ensure timely and effective resolution
• Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiency
• Fluency in English with excellent written and verbal communication
• Strong problem-solving skills with attention to detail
• Ability to analyze a problem by maintaining ownership until a resolution is provided
• Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
• Excellent interpersonal and active listening skills
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones

Skills

Fluent English

Excellent written and verbal

Customer service

Education

Graduate in any stream

Tools

CRM (SF) system

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 US Customer Service Representative will be responsible for delivering exceptional customer support through live inbound and outbound calls. This role involves assisting US-based customers with their logistics, shipping, tracking, and issue-resolution needs. The role requires strong communication skills, the ability to manage customer interactions professionally, and prior experience handling US customers. The ideal candidate will be fluent in English and demonstrate a customer-first mindset while adhering to UPS Logistics guidelines and service standards.

Key Responsibilities

• Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues
• Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies
• Handle inbound and outbound calls with high level of service quality, empathy, and professionalism
• Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions
• Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers
• Collaborate with internal teams to ensure timely and effective resolution
• Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiency
• Fluency in English with excellent written and verbal communication
• Strong problem-solving skills with attention to detail
• Ability to analyze a problem by maintaining ownership until a resolution is provided
• Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
• Excellent interpersonal and active listening skills
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones

Qualifications & Experience

• Graduate in any stream
• Familiarity with UPS Logistics process or similar logistics providers
• Experience in logistics, shipping, or transportation customer service
• Experience with order tracking, shipment coordination, or supply chain customer support
• Minimum 1+ years of US Customer Service experience is preferred, especially in voice support
• US Universal Voice Customer Service experience is preferred
• Ability to handle high volumes of call traffic effectively

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.