Fortune Global 500 UPS /
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This role supports the US Sales organization through a strategic, proactive, and cross-functional approach to customer onboarding and retention. Leading the Success Enablement Team (alongside the Manager), the Supervisor plays a critical role in driving faster customer acquisition, enhancing onboarding experiences, and supporting long-term retention efforts.
This position is responsible for monitoring and executing the day-to-day operations of the Customer Success teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. This position manages others within the department. This position coaches staff on quality to ensure internal and external customer interactions are complete, accurate and professional. He/She develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position acts as a point of escalation for other areas within UPS in order to drive improved customer satisfaction and perception. He/She supervises operation to ensure proper execution of all the respective tasks within the Customer Success team. This position makes recommended operational changes (i.e., equipment and staffing) as needed to ensure the work are handled efficiently and service commitments are met.
Key Responsibilities
- Works closely with US based Customer Success Team, including Implementation Supervisors/Specialists and Success Enablement Supervisors to support new business wins and reduce churn
- Works on technology solution setups (e.g., CampusShip, WorldShip, Quantum View Manage, My Choice for Business, Billing Center, etc.)
- Completes tasks within given SLAs accurately and efficiently
- Documents activities in various UPS systems
- Communicates task progress to appropriate parties for status visibility
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 supervise 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
- Bachelor's degree preferred; relevant experience may substitute
- Experience supervising others - Preferred
- Experience using Microsoft Office Suite or similar software - Preferred
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UPS
