Franchise Relations Specialist Job at United Parcel Service of America, Inc., San Diego, CA

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  • United Parcel Service of America, Inc.
  • San Diego, CA

Job Description

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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.

Job Description:

The position is responsible for conflict resolution of escalated customer concerns received by The UPS Store Support Campus, to include research, communications and coordination with others (Customers, Franchisees, Area Franchisees, Field Operations, Operations Support, UPS representatives, etc.) in deriving to applicable resolutions for customer concerns.

Responsibilities and Duties

  • Conflict resolution of customer concerns received by The UPS Store Inc.
  • Provide written correspondence as requested on customer concern status and results.
  • Maintain thorough knowledge of The UPS Store locations products and services.
  • Maintain through knowledge of shipping and postal rules and regulations.
  • Work with multiple business functions as directed to ensure that work products align with business needs and strategies.
  • Provide Management status reports, tasks lists and project lists.
  • Raise issues as needed and follow through on handling customer concerns or determining resolutions.
  • Interact with the various The UPS Store, Inc. disciplines (Operations, Legal, Accounting, etc.) to assist in the resolution of customer concerns.
  • Provide customer relation support to the Franchisee Network as it relates to all customer service topics.
  • Servicing of the various Customer Service channels in handling customer inquiries (CEC, iSupport, toll free line, social media, and team e-mail).
  • Create/modify/update knowledge database content and instructional guides used in relation to handling customer inquiries.
  • Present or train on customer concern handling to Support team/other associates.
  • Assist in the training of end-users on communication and documentation.
  • Utilize the resources at The UPS Store Headquarters in providing personalized and guidance to operational challenges identified from the customer concern handling through regular communications.
  • Maintain accurate logs of all interaction and status of customer inquiries/concerns.
  • Contact responsibility internally with representatives of various disciplines in The UPS Store, Inc. Support Camput (Operations, Legal, Accounting, etc.) as well as UPS Inc. and externally with The UPS Store center customers; Area Franchisees and Individual Franchisees, outside entities, and vendors.
  • Travel may be required from time to time as needed.
  • Additional duties may be assigned.

Basic Qualifications:

  • Must be currently located in the same geographic location as the job or willing to relocate yourself.
  • Bachelor’s Degree (or internationally comparable degree) or be a current UPS employee with three years of UPS experience. - Preferred
  • Two years of customer service experience.
  • Must possess strong analytical, quantitative, and problem-solving skills, as well as excellent verbal and written communication skills.
  • Able to multitask.

Language Skills

  • Proficiency in the English language.
  • Basic Spanish a plus.

Internal Salary Grade: 10D

Location: 6060 CORNERSTONE COURT W. SAN DIEGO, CA 92121

Compensation and Benefits:

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $26.70/hr to $43.35/hr. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

Hired applicants may be eligible for Medical/prescription drug coverage, Dental & Vision Benefits, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, Educational Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick/Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program.

*Last day for internal and external candidates to apply is 7/29/24, by midnight PST*

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

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.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Job Tags

Holiday work, Permanent employment, Temporary work, Work experience placement, Relocation, Flexible hours,

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