UPSUS Customer Service Representative - Grade 9 (A15)
UPS is hiring a US Customer Service Representative - Grade 9 (A15). Level rates it ; you can apply on UPS.
Level's read on this job
- Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
- Tools and skills the posting cites include Salesforce, customer support and call center.
- Level classifies it as a mid-level role.
- Level lists 2,200+ other open roles at UPS.
- The role was posted in the last few days.
AI in this role
Customer Service Representative delivering voice support for US logistics and shipping inquiries.
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Job Description:
Job Description:The US Customer Service Representative will be responsible for delivering exceptional customer support through live inbound and outbound calls. This role involves assisting US-based customers with their logistics, shipping, tracking, and issue‑resolution needs. The role requires strong communication skills, the ability to manage customer interactions professionally, and prior experience handling US customers. The ideal candidate will be fluent in English and demonstrate a customer-first mindset while adhering to UPS Logistics guidelines and service standards.
Key Responsibilities:
- Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues
- Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies
- Handle inbound and outbound calls with high level of service quality, empathy, and professionalism
- Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions
- Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers
- Collaborate with internal teams to ensure timely and effective resolution
- Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiency
Key Responsibilities:
- Fluency in English with excellent written and verbal communication
- Strong problem-solving skills with attention to detail
- Ability to analyze a problem by maintaining ownership until a resolution is provided
- Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
- Excellent interpersonal and active listening skills
- Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones
- Minimum 1+ years of US Customer Service experience is preferred, especially in voice support
- US Universal Voice Customer Service experience is preferred
- Graduate in any stream
- Familiarity with UPS Logistics process or similar logistics providers
- Experience in logistics, shipping, or transportation customer service
- Experience with order tracking, shipment coordination, or supply chain customer support
- Ability to handle high volumes of call traffic effectively
- US Universal Voice Customer Service experience is preferred
Employee Type:
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
How we rate this
US Customer Service Representative - Grade 9 (A15) at UPS rates 0 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.
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.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- Typical customer service job
- $100k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
Questions you could be asked
- Tell me about a project where customer support was part of your work. What did you do?
- Tell me about a project where call center was part of your work. What did you do?
- Tell me about a project where logistics was part of your work. What did you do?
- Tell me about a project where communication was part of your work. What did you do?
- Tell me about a project where problem solving was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Customer Support, Call Center, Logistics, Communication, and Problem Solving. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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