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Customer Success Representative

3 months ago

Burlington, Ontario, Canada UNITED PARCEL SERVICE Full time

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 Supply Chain Solutions offers a competitive total compensation package including:

  • retirement savings plan
  • UPS Stock Purchase Plan
  • Reimbursement of your tuition fees
  • Employee Assistance Program for you and your family
  • 5 discretionary days per year + annual vacation + floater
  • Variety of discounts at certain suppliers for our employees, you are eligible as soon as you are hired.
  • Development and career progression opportunities
Competitive benefits coverage and even some premiums paid entirely by the employer which includes:

  • Life insurance for you and your family
  • Variety of specialists: Osteopath, Naturopath, Masseur, Acupuncturist, Speech therapist, Dietitian, Chiropractor, Physiotherapist, Podiatrist, Psychologist, Social worker, etc.
  • Emergency travel assistance for you and your family
  • Medical services and supplies such as ambulance, hearing aids, orthopedic shoes, etc.
  • Vision care, including eye exam, glasses or contact lenses
  • Dental services including orthodontics
  • Short and long term disability program
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.