Customer Service Specialist

UPS Türkiye

Job Description

We are looking for a Customer Service Specialist who will be responsible for ensuring the highest level of customer satisfaction through effective management of customer requests, coordination of operational processes, and sustainable customer relationship management.

Key Responsibilities

• Manage customer communications effectively and ensure customer requests are directed to the relevant departments.
• Analyze customer needs and expectations and facilitate appropriate solutions.
• Receive, record, investigate, resolve, and close customer complaints through the company system.
• Collaborate closely with Quality, Operations, Finance, and other relevant departments.
• Monitor customer feedback and ensure timely corrective actions are taken.
• Prepare and share monthly KPI, IQS, and performance reports with customers.
• Prepare and present ad hoc reports based on customer requirements.
• Monitor shipments handled by cargo service providers and provide reports as requested by customers.
• Manage and follow up on compensation claims related to transportation service providers.
• Coordinate corrective actions for issues such as misdeliveries, address discrepancies, and other delivery-related problems.
• Manage and follow up insurance claim processes related to damaged goods.
• Prepare and share customer accruals and entitlement reports.
• Review customer contracts and monitor compliance with agreed terms.
• Conduct periodic reviews of customer inventory values.
• Support the preparation and submission of annual activity reports related to hazardous materials.
• Prepare and deliver monthly customer performance presentations.
• Organize customer meetings and ensure effective coordination among stakeholders.
• Support complaint analysis meetings and continuous improvement initiatives.
• Provide training to customers on system usage when required.
• Ensure effective use of the order management system and perform order entry activities when necessary.
• Coordinate courier and bonded warehouse operations in line with customer expectations.
• Provide customers with requested information, reports, and proof of delivery documents in a timely manner.
• Coordinate customer operational plans during holidays, public holidays, and special periods.
• Work closely with warehouse and transportation teams to ensure customer requirements are met on time and at the expected quality level.
• Record urgent customer requests and ensure proper communication for invoicing and billing processes.
• Coordinate with internal departments such as IT, Procurement, Finance, and Pricing regarding customer-related requests and system issues.

Qualifications

• University degree.
• Minimum 2 years of experience in Customer Service, Customer Relations, or Operations.
• Customer-focused mindset with a commitment to service excellence.
• Strong communication and coordination skills.
• Excellent analytical thinking and problem-solving abilities.
• Strong reporting and follow-up skills.
• Team-oriented with the ability to work collaboratively across departments.
• Proficient in MS Office applications.
• Strong planning, organizational, and time management skills.