GBS Customer Service Representative

UPS 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.

• Deliver efficient and professional voice support to customers, addressing inquiries related to UPS freight forwarding, shipping, and logistics operations
• Provide rate quotes and guide customers on appropriate service levels
• Track shipments and provide timely updates, explaining shipment status and next steps clearly
• Identify scenarios requiring escalation and create/follow up when necessary
• Ensure compliance with High Value and Oversize shipments
• Handle inbound and outbound calls with a high level of service quality, ownership, and professionalism
• Collaborate with internal teams (Universal Support Group, Service Centers and Billing) to resolve customer concerns efficiently
• Proactively communicate shipment delays, issues, or required actions to customers
• Identify process gaps and suggest improvements to enhance customer experience and operational efficiency

• Work from office (WFO) role, requiring candidates to operate from Pune
• Willingness to work in shifts (including day, afternoon, evenings, night shifts and weekends)
• Fluency in English with excellent verbal and written communication
• Strong problem solving skills with high attention to detail
• Ability to analyze situations and maintain ownership until resolution
• Good understanding of freight forwarding, shipping, and logistics processes
• Ability to quickly learn and apply UPS systems (E2K) and operational procedures
• Strong interpersonal and active listening skills
• Ability to manage multiple tasks in a fast-paced environment
• Customer-focused mindset with strong accountability and professionalism

• Graduate in any stream
• Minimum 1 year of experience in customer service
• Preferred with logistics experience will be an advantage
• Experience in handling high volumes of customer interactions (voice preferred)

Employee Type: Permanent