Job Description

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.

The Control Tower Support Agent plays a critical role in ensuring that Global Logistics Distribution consistently meets service delivery commitments to customers through proactive monitoring, coordination, and issue resolution. Effectively troubleshooting day-to-day challenges, communicating with all parties involved in a professional and ethical manner to accomplish the goals established with our customers.

Responsibilities

• Monitor service order activities thought multiple order management systems.
• Maintain and update operational and performance reports
• Track inbound and outbound movements
• Compare scheduled versus actual equipment utilization
• Investigate and resolve overdue or delayed shipments
• Record key logistics details (departure times, destinations, cargo, and expected returns)
• Deliver high-quality customer support that strengthens business relationships
• Ensure consistent compliance with all Service Level Agreements (SLAs)
• Act as the first point of escalation for customer-related issues
• Provide support for special customer requirements and critical dispatch needs

Requirements

• High school diploma or international equivalent
• 2 years of customer service and/or dispatch experience in a transportation, distribution or order-fulfillment industry
• Background in multinational environments, with hands-on understanding of supply chain operations and the management of high-priority, critical order fulfillment activities
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Intermediate English. Portuguese is a plus
• Customer Service Oriented
• Effective written and verbal communication skills
• Strong analytical skills and ability to execute corrective action plans
• Problem solving, numerical analysis
• Positive attitude
• Ability to manage multiple tasks in a fast-paced environment with high attention to detail

Other Details

• Schedule: It may vary based on business needs
• Work model: On-site (Aerocentro)
• Grade: 7
• Open positions: 9

Employee Type:

Permanent

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