Job Summary

Are you looking to make an impact at the world’s largest transportation and logistics company? UPS is seeking a Program Management Specialist to support customer accounts across all tiers. The incumbent analyzes and responds to customer requests, resolves issues, conducts research, prepares reports and identifies account penetration opportunities.

In addition to maintaining ongoing relationships with customers and providing backup support, the incumbent advises on customer setups, provides service failure recovery management and keeps customers informed of new products, service enhancements, shipment and order entry changes, product-specific issues and missed metrics. Duties related to service failure recovery include collaborating with operations to resolve and escalate service failures, creating corrective action and recommending process improvements. This role also determines root causes of service failures to ensure resolution and decrease reoccurrences.

Responsibilities

• Reviews rates, analyzes shipments, transit time, tracks shipments and updates customer SOPs
• Provides response tracking, track/trace services and notification of status information and events impacting clients
• Interfaces with customers during service failures to address concerns
• Conducts customer surveys to identify trends, process improvements, issues and satisfaction
• Optimizes individual customer orders (e.g., assist with facilitation through operations fulfillment, dispatch, inbound and outbound shipments, customs clearance, etc.)
• Collaborates with operations to ensure pickup and delivery during proactive tracking activities
• Conducts research and performance tracking; monitors client activity to support service level agreements and events impacting customers
• Compiles monthly and quarterly business review presentations

Preferences

• Applies UPS policies/procedures to situations and operations
• Understands features and business applications of UPS services, products and customer-facing technology offerings/solutions
• Applies supply chain and logistics knowledge as it relates to manufacturing and distributing products
• Generates standard and customized reports and information queries; accesses appropriate databases; interprets and clarifies data
• Identifies customer problems and uses internal resources to resolve complex customer issues
• Synthesizes, combines and integrates information/data to form conclusions and make sound decisions/recommendations
• Possesses analytical skills to with a strong skill set using Excel and Access
• Experience in Freight Forwarding, Distribution, Custom Brokerage and Transportation