UPS
Customer Care Supervisor
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Job Description:
The Customer Care Supervisor manages the daily order entry and customer service operations for UPS Supply Chain Solutions across multiple clients and sectors (healthcare, high-tech, retail). He/She serves as the primary liaison between clients, customers (i.e., clients’ customers), customer service staff, and internal functional groups.
This position manages high volume and high touch customer contact through heavy phone interaction and regular face-to-face meetings (e.g., customer visits, quarterly business reviews, etc.). The Customer Care Supervisor keeps clients updated with service, product, customer, and system issues. He/She is responsible for participating in client solution development and ongoing maintenance of clients’ profits and losses.
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This position works with the Information Technology (IT) group to resolve system issues and service failures and to implement system enhancements. The Customer Care Supervisor ensures successful Electronic Data Interchange (EDI) implementation. He/She assists with functional administrative activities and reconciles Agency Reimbursement Amount (ARA) based account reviews.
This position manages the customer service training program and ensures compliance (i.e., contractual, regulatory, and corporate). He/She leads the development and writing of standard operating procedures (SOPs), work instructions, processes, and SOWs. This position generates reports (e.g., performance, phone call statistics, profitability, service, etc.) and measures and analyzes performance results.
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The Customer Care Supervisor supervises others within the department.
Employee Type: Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.
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