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Job Description

Job Description:

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.

Key Responsibilities

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

Key Skills

This is a work from office (WFO) role, requiring candidates to operate from the Pune GERA office location

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 solid accountability and professionalism

Qualification & Experience

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

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

📌 Customer Service Advisor - Night Shift (Permanent) (Pune)
🏢 UPS
📍 Pune