US Customer Service Representative - Grade 9 (A15)

UPS Supply Chain Solutions; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

UPS Supply Chain Solutions, Inc. in Pune is seeking a US Customer Service Representative to deliver professional voice support for US-based customers.

You will handle logistics, shipping tracking, and issue resolution, documenting interactions in the CRM and collaborating with internal teams to ensure timely resolutions. The role requires clear English communication, strong problem-solving, and a customer-first mindset, with willingness to work shifts covering US time zones.

Qualifications

• Fluency in English with excellent written and verbal communication.
• Strong problem-solving skills with attention to detail.
• Ability to analyze a problem and maintain ownership till resolution.
• Ability to understand UPS procedures and policies of other departments.
• Excellent interpersonal and active listening skills.
• Willingness to work in shifts, including evenings and weekends per US time zones.
• US Customer Service experience is preferred, especially in voice support.
• US Universal Voice Customer Service experience is preferred.

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.

Skills

Fluency in English

Strong problem-solving skills

Attention to detail

Ownership and resolution mindset

Interpersonal skills

Active listening

Shift flexibility

Education

Graduate in any stream

Job description

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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

Key Responsibilities:

• 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

• Minimum 1+ years of US Customer Service experience is preferred, especially in voice support

• US Universal Voice Customer Service experience is preferred
  Qualification & 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

• Ability to handle high volumes of call traffic effectively

• US Universal Voice Customer Service experience is preferred

Employee Type:

Permanent

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