Upsc Customer Support Specialist

Explore su próxima oportunidad en una compañía perteneciente a la lista de Fortune Global 500. Visualice posibilidades innovadoras, disfrute de nuestra enriquecedora cultura y trabaje con equipos talentosos que lo ayudarán a ser mejor cada día. Sabemos lo que se necesita para llevar a UPS al mañana: personas con una extraordinaria combinación de habilidad y pasión. Si tiene las cualidades y el ímpetu para liderear equipos, hay posiciones listas para cultivar sus habilidades y llevarlo al siguiente nível.

**Descripción de puesto**:
UPS Capital is seeking a Customer Relationship Specialist for UPS Capital Mexico ICDV business model. The UPSC Customer Service Representative provides operational and administrative support to UPS Capital Mexico ICDV products and customer needs.

He/She ensures systems and procedures are utilized properly and effectively to respond to customer requests. He/She assists in resolving customer issues, supports and tracks shipments, prepares reports and updates customer files/profiles.

The UPS Capital Customer Service Representative maintains relationships with customers by assisting them and acting as their advocate in resolving service issues (e.g., claims, damages, billing errors etc.).

He/She is responsible for providing direction to successful ICDV product usage, risk mitigation strategies, claim process follow up, billing audits, determining root causes, creating corrective action plans and/or improving process efficiencies.

**Job Duties.**

**Manages claims journey.**
- Manages claims process for customers ensuring claims process completion through an effective coordination of support areas.
- Solves general claims inquiries from customers and provides assistance to ensure process completion.
- Solves general claims payment inquiries and payment errors with cross functional departments.
- Maintains reports updated and track effectiveness and efficacy to ensure good claims experience for the customer.
- Generates customer’s claims report to provide visibility, areas of improvement and reinforce best practices.
- Trains customers to ensure process follow up and correct communication flow.
- Coordinates interaction between other departments to ensure proper communication, task execution, problem escalation and tasks completion.
- Provides response tracking, notification of status information and provides daily update results to customers.

**Supports Customer Needs.**
- Analyzes and responds to customers’ requests and resolves customers’ issues to ensure customers’ needs are met.
- Maintains ongoing relationships with customers to strengthen the UPS customer partnership and to retain the business.
- Assist customer on billing inquiries and provides assistance to ensure correct billing for customers by working with cross functional departments to ensure task execution, problem escalation and tasks completion.
- Provides customers with information (e.g., progress of client-specific process improvements, staff announcements, account progress, etc.) to keep customers well informed and to maintain customer satisfaction.
- Provides response tracking, notification of status information and events impacting clients, and track and trace services to ensure customers’ expectations are met.
- Updates customers' files and profiles to ensure customer information is accessible, thorough, and accurate.

**Knowledge and Skills**
- Customer Service experience - Preferred
- Demonstrates ability to solve problems quickly
- Possesses strong verbal and written communication skills
- Maintains a professional demeanor at all times
- Demonstrates high level of attention to detail
- Ability to prioritize and manage priorities based on client needs
- Strong relationship building skills with a high degree of responsiveness
- Ability to work-functionally in a fast-paced, dynamic work environment
- Ability to embrace change and adapt to new directions at any given time
- Experience using Microsoft Office products (Excel, Word, PowerPoint)

**Tipo de empleado**:
Permanente

UPS se compromete a proporcionar un lugar de trabajo libre de discriminación, acoso y represalias.