Senior Resolution Assist

at  United Parcel Service

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JOB SUMMARY

The Senior Resolution Assist manages customer relationships for Brokerage products and will be the one point of contact for customer enquiries. They will have a strong command of the company’s customer service policies, and be well-versed and trained in product knowledge that can be critical for offering quick and accurate resolution to customer enquiries. Senior Resolution Assist will manage the internal communication with teams auctioning the enquiries and will be responsible to follow up and help close out Internal and external enquiries

• Onboarding of customers and sending out welcome message s for first time customers
• Following standard onboarding protocol guidelines
• Answers, manage and follows up incoming customer enquiries (internal and external) regarding custom brokerage items with but not limited to the use of CEC / email / phone
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer
• Work with the product training teams to stay updated on product and process knowledge and be informed of any changes in company policies
• Solve customer’s problems while turning frustrated customers into repeat customers
• Take action in dealing with repeating situations, creating CAP’s to overcome and prevent the root cause
• Update and track customers’ enquiries
• Maintain and generate customer reports as required
• Assists the supervisor / manager in training and development of the workgroup
• Control the daily workflow and identify any workflow failure make proposal for adjustments when necessary
• Assist with monitoring service levels and other key performance indicators (KPIs) to ensure accomplishment of internal targets