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Brokerage Customer Care Sup (Account Manager I)

Southfield SOUTHFIELD, MI - United States Facility Southfield Job ID 185968 Zip Code 48034
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UPS Supply Chain Solutions is currently seeking a Brokerage Customer Care Supervisor to impact the business through managing customer relationships. He/She manages customer relationships utilizing frequent communication and documentation of actionable items that can be applied to improve customer experience. The ideal candidate will possess a Customs Broker License or be currently pursuing a license from the U.S. Customs and Border Protection. This position offers on the job training in the areas of entry, classification, NAFTA origin verification projects and other FTA eligibility programs, and various customer specific compliance projects. 

The Brokerage Customer Care Supervisor manages customer relationships for assigned client(s) including oversight of services provided to the client(s), manages and distributes team’s workload, tracks and reports statistics, resolves customer service issues and oversees all aspects of the account.

Responsibilities and Duties

  • Supports anticipation of clients’ needs to prepare for client engagements
  • Sets expectations with clients to ensure UPS Trade Management Services meets customer obligations
  • Develops and monitors operational quality goals and standards to meet specifications
  • Manages clients' Standard Operating Procedures (SOPs), UPS's Trade Management Services SOPs, and governmental requirements to ensure compliance, create procedures, and advise clients on regulatory matters
  • Assists with tracking and trending audit findings to take corrective and preventive actions and to maintain proof of audit and supporting documentation
  • Helps prepare and distribute internal audit reports to inform Trade Management Services management
  • Conducts and provides guidance for root cause analyses to develop corrective action plans
  • Supports interactions with internal departments (e.g., Sales, Marketing, Contracts, Finance and Accounting, Operations, etc.) to identify business development opportunities, develop pricing, and add value to business relationships
  • Determines employees’ training needs to produce continuous development plans
  • Provides on-going feedback and support to improve performance

Knowledge and Skills

  • Demonstrates business propensity and strong desire to develop
  • Professional and career-focused
  • Consistently demonstrates initiative, positive attitude and commitment to personal, team and company goals
  • Forward-thinking and possesses the ability to identify process improvements
  • Ability to manage multiple tasks in a fast-paced environment under minimal supervision with a high attention to detail
  • Strong analytical, verbal/written communication, customer service, and time management skills
  • Excellent analytical and mathematical skills
  • Excellent organizational skills
  • Intermediate knowledge and use of Microsoft Office Suite (Word, PowerPoint, Excel, and Access, if necessary)
  • Strong knowledge of US Customs and Border Protection Regulations
  • Must be available to travel
  • Customs Broker License - Preferred
  • International Trade, Logistics or Freight Forwarding experience - Preferred
  • Minimum 3 years' of general office experience - Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
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