GBS Customer Service Representative

UPS is hiring a GBS Customer Service Representative. Level rates it ; you can apply on UPS.

Level's read on this job

On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
Level classifies it as a junior role.
Level lists 2,000+ other open roles at UPS.
The role was posted in the last few days.

AI in this role

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Job Description:

UPS Global Freight Forwarding Customer Care Services Representative will be responsible for delivering exceptional customer support through live inbound calls. This role involves assisting UPS customers with freight forwarding services, including rate quotations, shipment booking, pickup coordination, tracking, and issue resolution for domestic and international air shipments. The role requires strong communication skills, the ability to manage customer interactions professionally, and prior experience handling logistics or freight forwarding customers. The ideal candidate will be fluent in English and demonstrate a customer‑first mindset while adhering to UPS Global Freight Forwarding (GFF) processes, tools, and service standards.

Key Responsibilities:

Deliver efficient and professional voice support to customers, addressing inquiries related to UPS freight forwarding, shipping, and logistics operations
Provide rate quotes and guide customers on appropriate service levels
Track shipments and provide timely updates, explaining shipment status and next steps clearly
Identify scenarios requiring escalation and create/follow up when necessary
Ensure compliance with High Value and Oversize shipments
Handle inbound and outbound calls with a high level of service quality, ownership, and professionalism
Collaborate with internal teams (Universal Support Group, Service Centers and Billing) to resolve customer concerns efficiently
Proactively communicate shipment delays, issues, or required actions to customers
Identify process gaps and suggest improvements to enhance customer experience and operational efficiency

Key Skills:

This is a work from office (WFO) role, requiring candidates to operate from the Pune GERA office location
Willingness to work in shifts (including day, afternoon, evenings, night shifts and weekends)
Fluency in English with excellent verbal and written communication
Strong problem‑solving skills with high attention to detail
Ability to analyze situations and maintain ownership until resolution
Good understanding of freight forwarding, shipping, and logistics processes
Ability to quickly learn and apply UPS systems (E2K) and operational procedures
Strong interpersonal and active listening skills
Ability to manage multiple tasks in a fast‑paced environment
Customer‑focused mindset with strong accountability and professionalism

Qualification & Experience:

Graduate in any stream
Minimum 1 year of experience in customer service
Preferred with logistics experience will be an advantage
Experience in handling high volumes of customer interactions (voice preferred)

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

How we rate this

GBS Customer Service Representative at UPS rates 35 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.