Logistics Account Manager

hace 6 días


Alajuela, Alajuela, Costa Rica United Parcel Service A tiempo completo

Company Overview

At United Parcel Service, we strive to provide a rewarding culture where talented teams help individuals grow and succeed. Our organization is committed to leading the way in logistics and customer service.

Job Description

This position plays a critical role in supporting customer accounts across all tiers. The successful candidate will analyze and respond to customer requests, resolve issues, conduct research, prepare reports, and identify account penetration opportunities.

The ideal candidate will advise on customer setups, provide service failure recovery management, and keep customers informed of new products, service enhancements, shipment and order entry changes, product-specific issues, and missed metrics.

This role collaborates with operations to resolve and escalate service failures, creating corrective action and recommending process improvements.

Responsibilities

  • Reviews rates, tracks shipments and orders, and updates customer files and profiles.
  • Provides response tracking, track and trace services, and notification of status information and events impacting clients.
  • Interfaces with customers during service failures to address concerns.
  • Conducts customer surveys to identify trends, process improvements, issues, and satisfaction.
  • Optimizes individual customer orders (e.g., assists with facilitation through operations fulfillment, dispatch, inbound and outbound shipments, customs clearance, etc.).
  • Collaborates with operations to ensure pickup and delivery during proactive tracking activities.
  • Monitors invoicing and accounts receivable aging.
  • Conducts research and performance tracking; monitors client activity to support service level agreements and events impacting customers.

Qualifications

  • Applies UPS policies and procedures to situations and operations.
  • Applies supply chain and logistics knowledge as it relates to manufacturing and distributing products.
  • Generates standard and customized reports and information queries; accesses appropriate databases; interprets and clarifies data.
  • Identifies customer problems; uses appropriate internal resources to resolve complex customer issues.
  • Synthesizes, combines, and integrates information and data to form conclusions and make sound decisions/recommendations.
  • Experience using Microsoft Office products or equivalent software.
  • Freight Forwarding, Distribution, Customs Brokerage, and/or Transportation experience - Preferred.


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