Customer Success Representative - Burlington, Canada - UNITED PARCEL SERVICE

UNITED PARCEL SERVICE

Verified Company

Burlington, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Primary Job Posting Location:

Burlington, Ontario Canada

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion.

If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Work location: 1022 Champlain Ave, Burlington ON, L7L 0C2

Hybrid model

JOB SUMMARY

RESPONSIBILITIES

Supports successful and expedient activation and onboarding of customers (Direct, Channels & Platforms) to expedite transaction production, increase customer retention, and reduce churn
Provides a seamless onboarding customer experience through the initial stages of the customer journey using a combination of interactive demonstrations, proactive customer outreach and follow up, and daily activity monitoring
Trains customers on tools, systems, and solutions to ensure thorough customer understanding
Nurtures customers through activation and proper solution usage and proactively resolve customer issues
Audits customer milestones for accuracy and operational effectiveness, and provide expedient resolution of issues (milestones include solution golive, first transaction, first bill, first claim)
Troubleshoots technical issues in realtime (live) for customers' digital solutions and coordinate technical issue resolution with IT
Balances multiple deployments and onboarding schedules to meet stakeholder goals and expectations
Provides one centralized place for all customer support and inquiries, providing an easy and seamless customer support experience with onecall resolution (onboarding and technology integration, policy information & modifications, customer service and account information, billing, claims)
Collect Voice of Customer feedback to help inform product and roadmap strategy and design

QUALIFICATIONS

Requirements:

Strong written and verbal communication skills
Strong digital literacy and fluency in different technology solutions and systems
Strong time management and organizational skills
Great active listening skills
Exceptional interpersonal and rapport building skills
Demonstrates a detailed understanding of supply chain concepts
Demonstrates a basic understanding of risk management principles; identifies the risk factors that impact a client's insurance needs
Demonstrates a general understanding of ways to identify and measure the current needs of the customer
Demonstrates change agility and flexibility

UPS Canada is a diverse and equal opportunity employer. Please advise our HR representatives if workplace accommodation is needed. Thank you for your interest in UPS Canada.