UPS Capital Customer Relationship Supervisor

The UPS Capital (UPSC) Customer Relationship Supervisor provides administrative and operational support of UPSC / Parcel Pro insurance products and customer needs. He/She ensures systems and procedures are utilized properly and effectively. This position oversees the management of the UPS Capital book of business, customer file development, product and customer data entry, and research of customer transactions. He/She oversees specialists and administrative staff.

The UPSC Customer Relationship Supervisor instructs Representatives on how to get customers to use available service channels to ensure that customer questions and issues are promptly resolved. He/She generates and distributes reports on business plan results and statistics to representatives’ so they are able to monitor their own performance. This position uses performance against business plan results, customer feedback, call monitoring, and performance on other statistics to identify examples of outstanding performance and areas needing improvement. The UPSC Customer Relationship Supervisor works with Representatives to develop action plans that ensure the achievement of business objectives. He/She responds to customer inquiries and issues to manage claims and solve customer problems and issues.

Other Duties

• Reviews customer accounts for ways to further engage customers
• Research customer questions to ensure problem resolution and reduce churn.
• Manages customer information changes, and customer inquiries to assign staff resources for resolution within established deadlines.
• Acts as a liaison between Sales, Operations and customers to ensure a high level of service and problem resolution within established deadlines.
• Manages departmental work assignments to meet customer needs, leverage capacity, and develop departmental staff.
• Manages departmental feedback (e.g., guidance, recognition, goals and business plans, etc.) to recognize departmental achievements and motivate staff.
• Determines employees’ training needs to produce continuous development plans.
• Provides on-going feedback and support to improve performance.
• Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.

 Preferred Competencies

• Applies Service, Product, and Customer Technology Knowledge: Demonstrates familiarity with the core service offerings across business units and deep familiarity with product, service, and customer facing technology offerings of at least one business unit; demonstrates knowledge of competitors' offerings and the features of their products, services, and customer facing technology solutions; describes types of customers that would benefit from selected offerings; compares and contrasts UPS's and competitor's products, services, and customer facing technology solutions.
• Coaches Sales Team Members: Reviews and coaches team members on overall revenue results compared to plan; provides pre- and post-sales call feedback; coaches team members on consultative selling techniques, negotiation skills, and positioning solutions.
• Designs/Develops Integrated Solutions to Business Problems: Demonstrates a broad understanding of business requirements or critical elements of a problem; identifies the impact of a problem on multiple areas of the business; recommends improvements to existing processes or programs.
• Detail Orientation: Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Solves Customer Problems: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks.
• Detail Orientation: Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Solves Customer Problems: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks.

MINIMUM QUALIFICATIONS

• Bachelor's Degree (or internationally comparable degree) – Business, Business Administration, Sales, or related discipline – Preferred

• Property and Casualty Insurance License – Preferred

• Where permitted by applicable law, employees must be fully vaccinated for COVID-19 by their date of hire/placement to be considered for employment. Fully vaccinated means two weeks after receiving the second shot for Pfizer and Moderna, or two weeks after Johnson & Johnson