Brokerage Assist Specialist

職務内容

Job Description The Brokerage Customer Support Specialist supports customer accounts. He/She analyzes and responds to customers requests, resolves customer issues, conducts research, prepares reports, and identifies account penetration opportunities. This position reviews rates, tracks shipments and orders, prepares reports, and updates customer files and profiles. The Brokerage Customer Support Specialist maintains ongoing relationships with customers and assists with customer setups. He/She provides service failure recovery management.

This position may require travel to customer locations for business and quality reviews.

Fortune Global 500 の組織で次の機会を探りましょう。 革新的な可能性を想像し、やりがいのあるカルチャを体験し、日々より良いものになるための才能あるチームと協力してください。 私たちは、UPS を明日へと導くのに何が必要か知っています。スキルと情熱のユニークな組み合わせを持つ人々です。 自分やチームをリードする資質と意欲があれば、あなたのスキルを養い、あなたを次のレベルに引き上げる準備ができている役割があります。

Job Description The Brokerage Customer Support Specialist supports customer accounts. He/She analyzes and responds to customers requests, resolves customer issues, conducts research, prepares reports, and identifies account penetration opportunities. This position reviews rates, tracks shipments and orders, prepares reports, and updates customer files and profiles. The Brokerage Customer Support Specialist maintains ongoing relationships with customers and assists with customer setups. He/She provides service failure recovery management.

This position may require travel to customer locations for business and quality reviews.

The Brokerage Customer Support Specialist, acting as the Brokerage Assist Agent (BA Agent), plays a critical role in driving successful customer implementation and strengthening long‑term customer relationships. The BA Agent ensures smooth and proactive onboarding experience for new customers at the start of their shipping journey by enabling customer readiness, validating brokerage setup, and establishing effective shipment monitoring and exception management processes.

Working closely with Account Executives, Origin and Destination Brokerage teams, and customers, the BA Agent proactively identifies and resolves customs clearance risks that may impact service performance. The role is accountable for conducting root cause analysis on shipment holds and recommending compliant corrective actions or alternative solutions to mitigate risk, support timely shipment release, and reinforce customer confidence and retention.

• Review and confirm enrolment requests from Account Executives
• Validate customer information and documentation for accuracy and compliance.
• Communicate with customers to gather required documents for export/import profiles.
• Create and maintain customer profiles, including Customer Handling Notes (CHNs).

• Conduct welcome calls to introduce the Onboard Assist program and explain shipment requirements.
• Guide customers on proactive shipment alerts for the first three shipments.
• Monitor the first three shipments to identify potential holds or customs clearance issues.
• Collaborate with internal Brokerage teams to resolve shipment delays efficiently.

• Identify gaps in documentation and guide/work with customers/origin & destination on corrective actions.
• Communicate potential customs issues and costs during onboarding to manage customer expectations.
• Maintain a detailed log of actions taken (through Onboard Assist Program or Brokerage Navigator) to address documentation or shipment issues.

• Monitor customer shipments over a 12-week period to track the onboarding effectiveness.
• Document and report onboarding outcomes, trends, and resolutions to measure implementation success and support continuous improvement.
• Prepare and present closing documents to customers summarizing activities, outcomes, and OTR (On-Time Release) performance for the monitored period.

• Coordinate closely with Account Executives, Origin, and Destination teams to ensure a seamless handover and sustained customer experience post‑onboarding.
• Follow up on special cases,…