Job Description

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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.

Especialista en Servicio al Cliente - Trade Direct

Grado: 8

Presencial - Medellín

Inglés- Avanzado

J ob Summary:
This role provides high-touch customer service support for international and Trade Direct Cross Border (TDCB) customers, ensuring a seamless end-to-end customer experience. The position requires full ownership of customer issues, from initial inquiry through resolution, with a strong focus on First Call Resolution and proactive communication. The successful candidate will connect processes, systems, and stakeholders to resolve complex cases efficiently and prevent recurrence.

Key Responsibilities:

• Support international customers with shipment tracking, billing inquiries, damage/claims handling, and proof of delivery documentation
• Provide dedicated, end-to-end case ownership, ensuring timely and accurate resolution of customer issues
• Investigate and resolve complex cases, including tracing and claims, by collaborating with internal departments such as Billing, Operations, Brokerage, and Delivery Information
• Build and maintain strong relationships with both internal partners and external customers
• Identify root causes and recommend sustainable solutions to improve processes and customer experience
• Maintain proactive communication through follow-ups and outbound contacts to ensure customer satisfaction
• Apply strong analytical thinking and a solution-oriented approach to non-standard or complex scenarios
• Demonstrate accountability, attention to detail, and consistent follow-through

Qualifications and Requirements:

• Proven experience in customer service, preferably in logistics, transportation, or international operations
• Strong problem-solving and analytical skills, with the ability to manage end-to-end processes
• Excellent interpersonal and communication skills with a customer-focused mindset
• Fluent in both English and Spanish (written and verbal) – required
• Ability to collaborate effectively across multiple teams and functions
• Strong written communication skills with the ability to convey information clearly and professionally
• Experience navigating multiple systems and tools efficiently
• Knowledge of freight, small package shipping, and logistics processes is an advantage
• Previous experience in international or cross-border operations is preferred

Employee Type:

Permanent

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