Program Management Specialist

Job Description: • This position supports customer accounts across all tiers. • Analyzes and responds to customer requests, resolves issues, conducts research, prepares reports and identifies account penetration opportunities. • Advises on customer setups, provides service failure recovery management and keeps customers informed of new products, service enhancements, shipment and order entry changes, product-specific issues and missed metrics. • Collaborates with operations to resolve and escalate service failures, creating corrective action and recommending process improvements. • Determines root causes of service failures to ensure resolution and decrease reoccurrences. Requirements: • Applies UPS policies and procedures to situations and operations • Understands features and business applications of UPS services, products and customer-facing technology offerings/solutions • Applies supply chain and logistics knowledge as it relates to manufacturing and distributing products • Generates standard and customized reports and information queries; accesses appropriate databases; interprets and clarifies data • Identifies customer problems; uses appropriate internal resources to resolve complex customer issues • Synthesizes, combines and integrates information and data to form conclusions and make sound decisions/recommendations • Experience using Microsoft Office products or equivalent software • Freight Forwarding, Distribution, Customs Brokerage and/or Transportation experience - Preferred Benefits: • Health insurance • 401(k) matching • Paid time off • Flexible work arrangements