Job Description

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Job Title GBS Agent

This position is responsible for monitoring and executing the day-to-day operations of the SPL EMEA team.

Team provides 24 X 7 support for multiple internal and customer support channels providing order fulfillment. This includes coordinating transportation of real-time inventory through multiple organizations and courier networks, investigating service issues, and resolving customer inquiries.

Administrative staff will play a vital role in supporting core operational teams by managing documentation workflows, maintaining accurate system records, coordinating internal communications, and ensuring timely completion of administrative tasks that underpin customer-facing operations.

The Agent supports efficient and timely service delivery by managing SBD/NBD tasks, providing 24/7 first‑line support, and executing both front‑office and back‑office operational activities. The role ensures accurate order handling, effective customer communication, and reliable reporting, enabling operational teams to focus on higher‑complexity and customer‑impacting tasks.

Key Responsibilities:

• Manage Same Business Day (SBD) and Next Business Day (NBD) workflows to meet service standards.
• Provide 24/7/365 first‑line operational support for in‑hours and out‑of‑hours requests.
• Handle customer calls/emails and execute end‑to‑end order management through to closure.
• Track shipments and drive timely issue resolution in coordination with internal teams.
• Act as a foundational support function that enables operational teams to focus on higher‑complexity, customer‑impacting work.

Qualifications:

• Proven experience working in environments with a strong emphasis on efficiency, organization, and task management (UPS experience preferred)
• Fluent in English with excellent verbal and written communication skills
• Knowledge of shipping and logistics solutions and a solution-oriented mindset
• Highly organized, detail-oriented, and able to manage multiple tasks in a project-driven environment
• Quick learner with strong follow-through and problem-solving skills
• Strong collaboration skills and ability to work effectively with internal partners across functions
• Experience using customer success platforms (e.g., Salesforce) and making data-driven decisions

Employee Type:

Permanent

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