US Customer Service Representative (Voice Support)

About the role

UPS is seeking a US Customer Service Representative to provide voice‑based support to American customers. The role involves handling inbound and outbound calls, assisting with logistics, shipping, tracking and issue resolution while upholding UPS service standards.

Key responsibilities

• Answer and place high‑volume calls, delivering professional and empathetic assistance.
• Resolve customer inquiries related to shipments, tracking numbers, and logistics processes.
• Document every interaction accurately in the Salesforce CRM system.
• Stay current on UPS logistics services, tools, and operational procedures.
• Collaborate with internal teams to ensure timely issue resolution.
• Identify process gaps and propose improvements to enhance the customer experience.

Required profile

• Fluent English with strong written and verbal communication skills.
• Minimum 1 year of US‑focused voice customer service experience, preferably in logistics or transportation.
• Ability to work shifts aligned with US time zones, including evenings, nights and weekends.
• Graduate degree in any discipline.

Required skills

• Proficiency with Salesforce or similar CRM platforms.