Customer Service Lead

2 weeks ago

Singapore UNITED PARCEL SERVICE Full time

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 Summary**

This job performs client servicing for order entry and customer service operations. He/She handles customer calls and orders. This position analyzes and responds to customer requests, resolves customer issues, generates reports. He/She assists with client implementations, maintains ongoing customer relationships. This position supports high levels of quality and customer service.

**Job Duties**

**Solves Customer Issues, Processes Orders, and Identifies Solutions**
- Engages appropriate internal and external resources to resolve customer issues and ensure customer satisfaction.
- Handles customer phone calls to resolve and manage customer concerns and issues and promote cost effective customer solutions.
- Maintains open, constant, and proactive customer communications to provide updates on service issues, maintain awareness of customer business needs, and ensure customer satisfaction.

**Performs Inventory Control**
- Prepares inventory-based reports to document inventory status used for analysis.
- Research inventory discrepancies to identify root causes and develop process improvements.

**Adhering to Customer Service SOPs**
- Observe and comply with customer service SOP.
- Ensure proper record keeping.
- Participates in system (i.e., Logistics Management System) enhancements (i.e., code promotes) and testing to optimize operational functionality, identify defects, and facilitate user acceptance.

**Manages Ad Hoc Projects**
- Facilitates requester meetings to determine project scope and goals and to perform cost benefit analyses.
- Collects project requirements from stakeholders to analyze and interpret project data.

**Job Requirements**
- Possess a Diploma in Logistics & Supply Chain or any disciplines.
- Comfortable to work in a warehouse environment.
- Display good communication and presentation skills, mínimally in English language.
- Prior experience with any warehouse system is a plus.
- Prior customer-service experience or 3PL/warehouse industry experience is preferred.
- Display proficiency in using Microsoft Office

**Employee Type**:
Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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