US Customer Service Representative - Grade 9 (A15)

UPS; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

UPS in Pune, India, is looking for a US Customer Service Representative to deliver professional voice support to US customers, addressing inquiries and resolving logistics issues. You will document conversations in Salesforce and act with empathy and accuracy.

The role requires strong English communication, problem-solving, and a customer-first approach. Preferred candidates have 1+ year US customer service experience, familiarity with logistics processes, and flexibility to work in shifts

Qualifications

• Graduate in any stream with good communication skills.
• Familiarity with UPS Logistics processes is a plus.
• Experience in logistics, shipping or transport customer service preferred.

Responsibilities

• Deliver voice-based customer support to US-based clients by handling inbound and outbound calls.
• Document interactions in the CRM (SF) system with complete, precise notes.
• Understand customer needs and propose UPS logistics solutions and policies.
• Coordinate with internal teams to ensure timely resolutions and smooth service.
• Maintain knowledge of UPS services, procedures, and guidelines for accurate information.
• Work in shifts including evenings and weekends to align with US time zones.

Skills

English fluency

Verbal communication

Written communication

Education

Graduate degree

Tools

Salesforce CRM

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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