Customer Service Representative - US Import Export

Description

Job Summary: This position provides customer service for the import and/or export of packages from the United States, including tracking, shipping, investigations, and damage management. Key Highlights: 1. Customer service for package import and export 2. Effectively resolving customer complaints and issues 3. Maintaining customer records and updating databases **Before applying, please select your preferred language from the options available in the top-right corner of this page.** Explore your next opportunity with a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you improve every day. We know what it takes to take UPS into the future — people with a unique combination of competence and passion. If you have the qualities and motivation to lead yourself or teams, roles are ready to cultivate your skills and take you to the next level. **Job Description:** **Customer Service Representative - US Import Export** ============================================================ **Location**: Medellín (On-site) ======================================== **Grade**: 8 **Job Description** This position provides customer service for the import and/or export of packages from the United States. Customer service includes, but is not limited to, tracking, shipping, investigations, damage management, international documentation, basic billing inquiries, and brokerage inquiries. This position documents information received regarding the customer’s concern, follows up until delivery, and investigates all evidence until the case is fully completed and resolved. **Responsibilities**: * Respond to customer inquiries via phone or email promptly and professionally. * Effectively and efficiently resolve customer complaints and issues. * Provide accurate and timely information to customers about product/service offerings. * Maintain customer records and update databases. * Identify and escalate issues to managerial team members as needed. * Meet or exceed established customer service metrics and objectives, such as average handling time, customer retention rates, and performance quality. * Take ownership or follow up with the customer until their issue is resolved, based on the nature of the customer’s concern. **Skills and Requirements:** * Ability to understand and execute policies and procedures. * Patient and pleasant personality, with ability to connect with customers. * Required customer service experience, preferably in US CS. * Dedicated work ethic. * Willingness to work rotating shifts. * Good telephone etiquette. * Problem-solving skills. * Office software skills. * Basic English A2 - B1 (reading and writing) required; preferred **Schedule**: Availability to work on-site during the following hours: * Monday to Friday: between 06:00 and 24:00 hours. * Saturday: between 08:00 and 08:00 * 42 hours per week * Transportation provided for night shifts after 8:00 PM **Employment Type:** Permanent UPS is committed to providing a workplace free from discrimination, harassment, and retaliation.