JOB SUMMARY

The Customer Care Specialist performs client servicing for UPS Supply Chain Solutions' healthcare order entry and customer service operations. He/She handles a high volume of customer calls and orders. This position analyzes and responds to customer requests, resolves customer issues, generates reports, and identifies potential business opportunities. The Customer Care Specialist supports revenue growth by promoting new service offerings with customers.

He/She develops and coordinates the customer service training program and writes standard operating procedures (SOPs) and work instructions. This position assists with new client implementations, maintains ongoing customer relationships, and helps retain business. The Customer Care Specialist supports contract management, process improvements, systems enhancements, and high levels of quality and customer service.

The Customer Care Specialist maintains open, constant, and proactive customer communications to provide updates on service issues, maintain awareness of customer business needs, and ensure customer satisfaction.  He/She conducts operational process reviews to identify gaps and offer solutions and improvements.  This position maintains customer issues log data to provide customers with visibility and detailed information on service failures.  The Customer Care Specialist plans projects to properly allocate time and resources.  He/She processes customer orders and identifies business development opportunities to satisfy service objectives and support revenue growth.

OTHER DUTIES

• Participates in customer status meetings with management to discuss updates on customer issues and resolutions and to facilitate management involvement for complex and escalated issues.
• Handles customer phone calls to resolve and manage customer concerns and issues and promote cost effective customer solutions.
• Writes SOPs, work instructions, and training modules and manuals to document operational processes and customer requirements, to support effectiveness, efficiencies, and customer satisfaction, and to increase productivity and service quality.
• Compiles data and creates presentations to provide management with results of UPS’s performance in relation to key performance indicators.
• Gathers detailed project data to analyze project issues, formulate resolutions, and build the final product.

PREFERRED COMPETENCIES

• Applies Service, Product, and Customer Technology Knowledge:  Demonstrates a basic understanding of products, services, and customer facing technology solutions offered by UPS along with their features and business applications; describes general customer profiles targeted by the company.
• Designs/Develops Integrated Solutions to Business Problems:  Demonstrates a basic understanding of a business problem; recommends a solution to solve the business problem.
• Detail Orientation:  Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Report Generation:  Possesses ability to generate simple reports using basic functions in software, and/or writing basic queries; identifies information required to complete reports and identifies existing reports generated by others.
• Solves Customer Problems:  Recognizes when customers are having issues; identifies resolution to basic customer issues and recommends solutions.
• Strategic Customer Partnerships:  Establishes and maintains entry level contacts in customer organizations; builds relationships to further understand customers’ business and objectives.
• Supply Chain Management:  Demonstrates a basic understanding of supply chain concepts; identifies issues within a supply chain.
• Technical Writing:  Demonstrates a general understanding and use of grammatical rules; expresses ideas clearly and concisely explains the relationship of effective writing to business objectives.

MINIMUM QUALIFICATIONS

• Bachelor's Degree (or internationally comparable) – Preferred

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.