Job Description

The Customer Relations Specialist is responsible for handling and processing UPS customers' complaints about package delivery problems (i.e., missing and damaged items) and service failures (i.e., missed deliveries). He/She handles and processes customers' issues and complaint phone calls (i.e., calls to UPS Corporate Headquarters, Global Business Services, and UPS telephone package line), emails, faxes, and letters. This position is responsible for handling calls originally directed to UPS senior management and Management Committee members, managing the resolution process and reporting back to UPS senior management and Management Committee members on issue and complaint resolutions. The Customer Relations Specialist utilizes customer information databases to build customers' complaint profiles, summarizes and highlights customers' issues, and determines UPS location responsibility (e.g., District Managers, Operations Centers, etc.) for resolving customer...