Shift: Flexible (Day and Night)

Experience Requirement

• Experience in SP Brokerage for 2 years within UPS is preferred.
• Prior experience with SP Brokerage is preferred.

Key Responsibilities

• Act as a liaison between Coordinators and Supervisors
• Delegate / Assign tasks to coordinators
• Coach associates to maintain service levels
• Shares skill and knowledge with associates while addressing questions regarding the systems and work
• Stays current on service features and system enhancements through formal and informal training
• Assist and support coordinators with difficult work related situations
• Empowered to take ownership of associate inquiries and concerns and to follow through on resolutions to ensure complete external and internal customer satisfaction.
• Responsible for providing assistance to resolve any problems that arise in the department
• Prioritize the workflow to meet the deadlines of the department
• Communicates to Supervisor any issues or problems that need escalation or management attention
• Identifies and implements changes and process improvements to maximize efficiency, decrease errors, and reduce costs within the department.
• Reviews status and quality reports and adjusts controls to ensure proper procedures and corrective action steps are in place
• Reviews processes to ensure efficiencies are maximized within the department
• Conducts audits, identifies exceptions, implements corrective actions, reports findings, and maintains schedules to ensure compliance with internal audit

Skills set required

• Should be well versed with Brokerage Systems & Terminologies

• Brokerage Process Knowledge  - Preferable
• Must have effective and professional communication skills to work with internal and external customers
• Must be a team builder who facilitates cooperation
• Ability to work independently, make sound judgments, without supervision based on the needs of the process
• Working knowledge of MS Office and databases
• Comfortable to work in any shift timings as per process requirement

Prerequisites

• Excellent verbal and written communication skills
• Self-Driven
• Influence And Persuasion
• Strong customer orientation
• Knowledge of MS office
• Management experience, if any will be preferred