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**Job Summary**
This position supports customer accounts across all tiers.
He/She analyzes and responds to customer requests, resolves issues, conducts research, prepares reports and identifies account penetration opportunities.
This position advises on customer setups, provides service failure recovery management and keeps customers informed of new products, service enhancements, shipment and order entry changes, product-specific issues and missed metrics.
He/She collaborates with operations to resolve and escalate service failures, creating corrective action and recommending process improvements.
This position also determines root causes of service failures to ensure resolution and decrease reoccurrences.
**Responsibilities**:
- Reviews rates, tracks shipments and orders and updates customer files and profiles.
- Provides response tracking, track and trace services and notification of status information and events impacting clients.
- Interfaces with customers during service failures to address concerns.
- Conducts customer surveys to identify trends, process improvements, issues and satisfaction.
- Optimizes individual customer orders (e.g., assist with facilitation through operations fulfillment, dispatch, inbound and outbound shipments, customs clearance, etc.).
- Collaborates with operations to ensure pickup and delivery during proactive tracking activities.
- Monitors invoicing and accounts receivable aging.
- Conducts research and performance tracking; monitors client activity to support service level agreements and events impacting customers.
**Qualifications**:
- Applies UPS policies and procedures to situations and operations
Applies supply chain and logistics knowledge as it relates to manufacturing and distributing products
- Generates standard and customized reports and information queries; accesses appropriate databases; interprets and clarifies data
- Identifies customer problems; uses appropriate internal resources to resolve complex customer issues
- Synthesizes, combines and integrates information and data to form conclusions and make sound decisions/recommendations
- Experience using Microsoft Office products or equivalent software
- Freight Forwarding, Distribution, Customs Brokerage and/or Transportation experience - Preferred
**Employee Type**:
Permanent
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