Customer Relationship Supervisor

Before you apply to a job, select your language preference from the options available at the top right of this page.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.ResponsibilitiesJob Description:Lead the Customer Service team in Hong Kong to support both pre-purchase and post-purchase activities, ensuring a seamless customer journey. Deliver exceptional service to enhance satisfaction and drive customer retention. Oversee operational processes in line with SOPs and company policies to achieve excellence. Conduct risk assessments in accordance with customer profiles and internal guidelines.Team SupervisionSupervise the Customer Service team to ensure providing efficient and high-quality serviceMonitor team performance to meet SLA and internal KPIs.Provide coaching and mentorship to enhance team capabilities and service standards.Maintain customer relationships by addressing customer concerns and providing resolution in professional mannerOperations ManagementMaintain smooth operations across customers, internal departments, and external partners.Oversee shipment tracking and tracing, ensuring timely updates for high-value shipments and supporting exception resolution.Oversee Underwriting and conduct Risk assessment according to customer profile Manage claims processes by supporting customers and stakeholders through investigations and ensuring timely execution of payments.Analyze and resolve business and service issues effectively.Process & Project ManagementLead and implement projects, systems and new process following company direction.Ensure all processes and operational procedures are up to date, aligned with business needs, and thoroughly documented.Reporting & Other DutiesGenerate business reports to support decision-making.Perform other duties as assigned by the manager or the company.RequirementsBachelor’s degree with minimum 5 years of supervisory experience in customer service; experience in logistics or a related industry is preferred.Excellent interpersonal and communication skills.Detail-oriented, well-organized, self-driven and problem-solving abilities.Proficient in written and spoken English and Chinese.Skilled in MS Office applications including Outlook, Word, Excel, and PowerPoint.Employee TypePermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.