Brokerage Customer Care Supervisor (Remote)

UPS • Champlain, NY

133d • $56,640 - $105,060 • Remote

About The Position

UPS GFF Brokerage is seeking a dynamic Customer Experience Supervisor to manage customer relationships for Brokerage products across hundreds of Small and Medium Business (SMB) customers. This position manages customer relationships utilizing frequent communication and documentation of actionable items that can be applied to improve customer experience. This position collects Net Promoter Scores (NPS) for through communication and interactions with customers, documentation of gathered information, and implementation of action items in partnership with Brokerage Operations, helps to grow revenue and reduce churn.

Requirements

• Possesses at least 1 year of Customs Brokerage Operations experience
• Possesses customer facing experience

Nice To Haves

• CargoWise experience
• SalesForce experience
• Customs Brokerage license

Responsibilities

• Collects Voice of the Customer (VOC) Feedback (Issues and Successes), Net Promoter Service Scores, and Sales Data
• Manages and evaluates Small and Medium Business (SMB) VOC data, presents findings to Brokerage Operations, and assists in the resolution of issues
• Drives awareness and improvement initiatives focused on revenue and churn
• Documents corrective action plans
• Generates Customer Metric Summary reports
• Manages customer profiles within online Customer Care Platform that is viewable to the Brokerage Product network
• Manages customer Standard Operating Procedures (SOP) within the online Customer Care Platform including customer review and sign off
• Identifies gaps in customer service trainings and partners with trainers to update training materials
• Conducts new business implementation audits to ensure accuracy of account set up
• Conducts organic growth discussions to aid in brokerage revenue growth
• Manages special projects as assigned

Benefits

• Medical/prescription drug coverage
• Dental & Vision Benefits
• Flexible Spending Account
• Health Savings Account
• Dependent Care Flexible Spending Account
• Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
• Disability Income Protection Plan
• Employee Assistance Program
• Educational Assistance Program
• 401(k) retirement program
• Vacation
• Paid Holidays and Personal time
• Paid Sick/Family and Medical Leave time as required by law
• Discounted Employee Stock Purchase Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Couriers and Messengers