Brokerage Customer Care Supervisor (Remote)

Before you apply to a job, select your language preference from the options available at the top right of this page. 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: UPS GFF Brokerage is seeking a dynamic Customer Experience Supervisor to manage customer relationships for Brokerage products across hundreds of Small and Medium Business (SMB) customers. This position manages customer relationships utilizing frequent communication and documentation of actionable items that can be applied to improve customer experience. This position collects Net Promoter Scores (NPS) for through communication and interactions with customers, documentation of gathered information, and implementation of action items in partnership with Brokerage Operations, helps to grow revenue and reduce churn. Responsibilities and Duties - Collects Voice of the Customer (VOC) Feedback (Issues and Successes), Net Promoter Service Scores, and Sales Data - Manages and evaluates Small and Medium Business (SMB) VOC data, presents findings to Brokerage Operations, and assists in the resolution of issues - Drives awareness and improvement initiatives focused on revenue and churn - Documents corrective action plans - Generates Customer Metric Summary reports - Manages customer profiles within online Customer Care Platform that is viewable to the Brokerage Product network - Manages customer Standard Operating Procedures (SOP) within the online Customer Care Platform including customer review and sign off - Identifies gaps in customer service trainings and partners with trainers to update training materials - Conducts new business implementation audits to ensure accuracy of account set up - Conducts organic growth discussions to aid in brokerage revenue growth - Manages special projects as assigned Knowledge and Skills - Possesses at least 1 year of Customs Brokerage Operations experience - Required - Possesses customer facing experience - Required - CargoWise - SalesForce experience - Preferred - Customs Brokerage license - Preferred - Applies service, product, and customer technology knowledge - Assesses business needs - Conducts customer analysis - Detail oriented - Generates reports - Problem solver - Creative / Enjoys Ideation - Creates strategic customer partnership - Availability to travel to customer meetings (less than 10%) Other Criteria - This is a remote position - Job Grade: 20C - Supervisor - Schedule/typical working hours: Monday-Friday 9am to 5pm ET - Last day to apply: September 8th -2025 Compensation and Benefits: Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $56,640/year in our lowest geographic market up to $105,060/year in our highest geographic market. 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, Discounted Employee Stock Purchase Program. Employee Type: Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. Employer will sponsor visas for specific positions. 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. Apply tot his job Apply To this Job