{"id":4029006,"url":"https://alion.io/job/ups-gbs-customer-service-representative-2","title":"GBS Customer Service Representative","company":{"id":37664,"name":"UPS","domain":"ups.com","url":"https://alion.io/company/ups","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":87,"open_postings":929,"ghost_share":0.132,"stale_share":0.203,"repost_share":0.301,"time_to_fill_p50_days":12,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T17:57:23Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T23:21:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Before you apply to a job, select your language preference from the options available at the top right of this page.\nExplore 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.\nJob Description:\nJob Description:\nUPS Global Freight Forwarding Customer Care Services Representative will be responsible for delivering exceptional customer support through live inbound calls. This role involves assisting UPS customers with freight forwarding services, including rate quotations, shipment booking, pickup coordination, tracking, and issue resolution for domestic and international air shipments. The role requires strong communication skills, the ability to manage customer interactions professionally, and prior experience handling logistics or freight forwarding customers. The ideal candidate will be fluent in English and demonstrate a customer-first mindset while adhering to UPS Global Freight Forwarding (GFF) processes, tools, and service standards.\nKey Responsibilities:\nDeliver efficient and professional voice support to customers, addressing inquiries related to UPS freight forwarding, shipping, and logistics operations\nProvide rate quotes and guide customers on appropriate service levels\nTrack shipments and provide timely updates, explaining shipment status and next steps clearly\nIdentify scenarios requiring escalation and create/follow up when necessary\nEnsure compliance with High Value and Oversize shipments\nHandle inbound and outbound calls with a high level of service quality, ownership, and professionalism\nCollaborate with internal teams (Universal Support Group, Service Centers and Billing) to resolve customer concerns efficiently\nProactively communicate shipment delays, issues, or required actions to customers\nIdentify process gaps and suggest improvements to enhance customer experience and operational efficiency\nKey Skills:\nThis is a work from office (WFO) role, requiring candidates to operate from the Pune GERA office location\nWillingness to work in shifts (including day, afternoon, evenings, night shifts and weekends)\nFluency in English with excellent verbal and written communication\nStrong problem-solving skills with high attention to detail\nAbility to analyze situations and maintain ownership until resolution\nGood understanding of freight forwarding, shipping, and logistics processes\nAbility to quickly learn and apply UPS systems (E2K) and operational procedures\nStrong interpersonal and active listening skills\nAbility to manage multiple tasks in a fast-paced environment\nCustomer-focused mindset with strong accountability and professionalism\nQualification & Experience:\nGraduate in any stream\nMinimum 1 year of experience in customer service\nPreferred with logistics experience will be an advantage\nExperience in handling high volumes of customer interactions (voice preferred)\n Employee Type:\nPermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.","description_format":"text","description_chars":3334,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Freight Forwarding","Customs Brokerage","Courier Services"],"lifecycle":[{"event":"open","at":"2026-11-10T17:57:23Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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