If you’re looking to move your career path forward, we want to hear from you! UPS is seeking an Operations Specialist to work in a fast-paced warehouse environment in a lead capacity. He/she handles customer calls and orders, analyzes and responds to customer requests and resolves customer issues. He/she also prepares and delivers customer service training sessions to meet operational needs and increase productivity.

The Operations Specialist supports contract management, process improvements, systems enhancements and high levels of customer service. He/she works independently to solve customer issues and directs teams to ensure customer service level agreements are met. The Operations Specialist also addresses and resolves any safety issues that may exist to maintain a safe work environment. This position requires limited travel for training and customer meetings.

Responsibilities and Duties

• Determines methods and procedures to complete complex tasks
• Participates in customer status meetings with management to discuss updates on customer issues and resolutions and to facilitate management involvement for complex and escalated issues
• Maintains open, constant and proactive customer communications to provide updates on service issues, maintain awareness of customer needs and ensure customer satisfaction
• Compiles data and creates presentations to provide management with results of UPS's performance in relation to key performance indicators (KPI)
• Prepares for and conducts customer service training sessions (e.g., policies and procedures, refresher courses, customer service etiquette, order entry process, systems and tools usage, system updates, etc.) to meet operational needs, increase productivity and optimize training and educational comprehension

Knowledge and Skills

• Demonstrates an attention to detail; documents specific and accurate information; thoroughly learns a topic; maintains organized files
• Demonstrates basic knowledge of injury and crash prevention techniques and job methods; identifies root causes of injuries and auto crashes; recognizes and reports unsafe working conditions
• Demonstrates a basic understanding of the functions, regulations and procedures of compliance agencies or governing bodies; assumes leadership position in programs that reduce risk and enhance safety
• Demonstrates a general knowledge of techniques for soliciting and gathering information
• Understands supply chain concepts; identifies issues within a supply chain
• Advanced knowledge and/or experience in Microsoft Office products, specifically Excel and PowerPoint
• SQL knowledge - Preferred
• Bachelor’s Degree (or internationally comparable degree) - Preferred
• Operations experience in a distribution environment - Preferred
• Knowledge of Warehouse Systems - Preferred
• Willing to travel - Preferred