Child Account Success Representative

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Assist in the retention and expansion of qualifying child accounts linked to existing parent accounts

• Deliver proactive engagement, timely issue assistance, and support for implementation

• Address escalated customer inquiries, outline next steps, and provide timelines for resolutions

• Resolve support tickets, complaints, claims, billing issues, incidents of fraud, compliance breaches, and technology-related inquiries

• Elevate issues related to delivery, pickup, feeder services, and other operational concerns

• Work collaboratively with CSMs, SAMs, PSMs, Operations, and other stakeholders on customer strategies and adherence to contracts

• Identify risks associated with child accounts, recurring issues, and insights for action by parent accounts

• Take part in customer business reviews as required

• Monitor account trends, tackle performance drivers, recognize business requirements, quantify sales opportunities, and relay competitive insights to parent account managers

• Initiate customer interactions and coordinate with local Operations

• Aid in the onboarding of new child accounts, which includes planning for implementation, troubleshooting EDI and technology setups, resolving claims and EFT setups, addressing fraud or hazardous-material issues, and providing customer-facing training

• Showcase UPS products and services as value-driven solutions

• Inform customers about support channels, self-service alternatives, preventive measures, and UPS Terms and Conditions of Service

• Prepare customers and operations for peak season readiness

• Record customer interactions, outcomes, commitments, and subsequent steps in CRM (DRIVE)

⛳️ Requirements

• Background in sales, customer support, sales assistance, or operational roles

• Excellent communication, problem-solving, and organizational abilities

• Capability to juggle multiple tasks, prioritize efficiently, and ensure execution

• Knowledge of logistics and customer shipping processes

• Quick to learn with meticulous attention to detail and strong follow-through

• Proficient in Microsoft Office applications

• Familiarity with Salesforce (DRIVE) or comparable CRM systems

• Ability to leverage data to aid in execution and decision-making

• Competence in collaborating effectively with various internal and external stakeholders

• Bachelor’s degree preferred; relevant experience may be considered as an alternative

• Must be a U.S. Citizen or National, an alien lawfully admitted for permanent residency, or an alien authorized to work in the U.S. for this employer

🏝️ Benefits

• Potential eligibility for annual short-term and/or long-term incentive compensation programs, depending on position level

• Permanent employment

• Equal opportunity workplace free of discrimination, harassment, and retaliation