UPS Digital: Parcel Pro - Customer Service Representative

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.

Parcel Pro is seeking a Customer Service Representative to provide exceptional service and support to customers utilizing Parcel Pro's insured shipping and risk management solutions. This role serves as the primary point of contact for customer inquiries related to shipping insurance, account services, policy administration, claims support, shipment tracking, and general account maintenance.

The ideal candidate is customer-focused, detail-oriented, and capable of resolving customer concerns while delivering a positive customer experience. This position requires strong communication skills, problem-solving abilities, and the ability to manage multiple priorities in a fast-paced environment. The role supports Parcel Pro's commitment to protecting high-value shipments and delivering best-in-class customer service.

• Respond to customer inquiries received through phone, email, chat, and other communication channels.
• Provide accurate and timely information regarding Parcel Pro products, services, and policies.
• Resolve customer concerns professionally while maintaining high customer satisfaction levels.
• Document customer interactions and follow-up activities within designated systems.
• Build positive relationships by demonstrating professionalism, empathy, and responsiveness.

• Assist customers with account setup, maintenance, profile updates, and general account inquiries.
• Support policy-related requests and documentation requirements.
• Verify account information and ensure data accuracy.

• Assist customers with shipment protection inquiries and insurance-related questions.
• Research shipment activity using internal systems and available tracking tools.
• Provide shipment status updates and coordinate responses for service-related issues.
• Escalate complex shipment or insurance concerns to the appropriate departments when necessary.

• Support customers through service exceptions and resolution processes.
• Share customer feedback and trends that may improve overall customer experience.
• Contribute to a culture of teamwork, accountability, and service excellence.

• Minimum 1 year of customer service experience.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize work effectively.
• Strong organization and attention-to-detail skills.
• Proficiency with Microsoft Outlook, Excel, and Word.
• Ability to work independently and collaboratively in a team environment.
• Demonstrated professionalism and customer-focused mindset. [

• Associate's or Bachelor's Degree preferred.
• Experience in insurance, logistics, transportation, shipping, financial services, or customer service operations.
• Familiarity with shipment tracking systems and customer relationship management (CRM) platforms.
• Experience working in a service-oriented environment supporting high-value customers.
• UPS, Parcel Pro, or UPS Capital experience preferred.

This role is NOT remote and reports in office on a hybrid work schedule.

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

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

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.

UPS does consider job applicants with prior criminal convictions