APAC Customer Support Specialist (Brokerage Assist)

P01 UPS ASIA GROUP PTE LTD; Singapore; Remote; SGD 60,000 - 90,000; Full time

Job summary

UPS Singapore is seeking a Brokerage Customer Support Specialist (BA Agent) to drive customer onboarding, validate brokerage setup, and monitor shipments. You will work with Account Executives and Brokerage teams to identify risks and ensure timely shipment release.

The role emphasizes automation with Power BI, Power Automate, and Power Apps, plus strong communication and regulatory knowledge to support complex trade lanes and compliance across borders.

Qualifications

• Degree/Diploma in Business, Customs Brokerage, Logistics or related field
• Proficient in Power BI, Power Automate and Power Apps
• Knowledge of cross-border customs brokerage regulations and compliance

Responsibilities

• Onboard new customers and review enrolment requests for accuracy and compliance
• Conduct welcome calls and monitor initial shipments for potential holds
• Identify gaps in documentation and coordinate corrective actions with customers and brokers
• Develop dashboards and automate onboarding processes using Microsoft tools
• Collaborate with Enterprise Sales to propose brokerage solutions for complex trade lanes

Skills

Independent working

Analytical thinking

Communication

Cross-border compliance

Education

Degree/Diploma in Business, Customs Brokerage, Logistics

Tools

Power BI

Power Automate

Power Apps

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. 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 Brokerage Customer Support Specialist, acting as the Brokerage Assist Agent (BA Agent), plays a critical role in driving successful customer implementation and strengthening long‑term customer relationships. The BA Agent ensures smooth and proactive onboarding experience for new customers at the start of their shipping journey by enabling customer readiness, validating brokerage setup, and establishing effective shipment monitoring and exception management processes. Working closely with Account Executives, Origin and Destination Brokerage teams, and customers, the BA Agent proactively identifies and resolves customs clearance risks that may impact service performance. The role is accountable for conducting root cause analysis on shipment holds and recommending compliant corrective actions or alternative solutions to mitigate risk, support timely shipment release, and reinforce customer confidence and retention.

Job Duties

• Customer Enrolment and Profile Setup Review and confirm enrolment requests from Account Executives Validate customer information and documentation for accuracy and compliance. Communicate with customers to gather required documents for export/import profiles. Create and maintain customer profiles, including Customer Handling Notes (CHNs).
• Welcome Call and Shipment Monitoring Conduct welcome calls to introduce the Onboard Assist program and explain shipment requirements. Guide customers on proactive shipment alerts for the first three shipments. Monitor the first three shipments to identify potential holds or customs clearance issues. Collaborate with internal Brokerage teams to resolve shipment delays efficiently.
• Proactive Customer Support Identify gaps in documentation and guide/work with customers/origin & destination on corrective actions. Communicate potential customs issues and costs during onboarding to manage customer expectations. Maintain a detailed log of actions taken (through Onboard Assist Program or Brokerage Navigator) to address documentation or shipment issues.
• Process Improvement and Reporting Automation Automate and streamline customer onboarding process using Microsoft tools. Develop dashboards for management reporting purposes.
• Enterprise Account Solutions Support Partner with Enterprise Sales and Solutions to propose brokerage solutions to customers. Analyze customer requirements and support complex scenarios, including multiple trade lanes, commodities, document readiness and compliance risks then recommend best practices.

Job Requirements

• Possess a Degree/Diploma in Business, Customs Brokerage, Logistics & Supply Chan or any related fields
• Demonstrated proficiency in developing, maintaining, and optimizing solutions using Microsoft Power BI, Power Automate, and Power Apps
• Demonstrates understanding of cross-border customs brokerage compliance regulatory knowledge and experience in Brokerage operation.
• Able to work independently with minimal supervision while managing multiple priorities effectively
• Meticulous and detail-oriented, with strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
• A collaborative team player with experience working effectively in remote and cross-functional environments.

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.