Access Point Inside Support Representative

UPS (NYSE:UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to more efficiently manage the world of business. Headquartered in Atlanta, UPS serves more than 220 countries and territories worldwide. The company can be found on the Web at www.UPS.com and its corporate blog can be found at blog.ups.com. To get UPS news direct, visit www.pressroom.ups.com

UPS launched the ‘UPS Access Point’ service in 2012 to provide convenient delivery options to consumers who buy goods on the Internet. This new service allows online shoppers to select a retail collection point (e.g. convenience stores, newsagents, petrol stations) to have their goods delivered to, thereby eliminating the need to be at home on the day of delivery.

As part of this innovative service offering, we are recruiting an Access Point inside Support Representative (APISR). As an APISR, you would be responsible for the back-office support for both the Nordic Access Points and the Field Co-coordinators (APSRs). You will support the APSRs in their daily work of recruitment, training and management of the Access Points. You will be the front line support for the Access Point operators in case of questions or issues, managing both inbound and outbound calls. Based in Arlandastad, Sweden and covering Norway, Denmark and Finland but our predominant requirement is for Denmark and Norway and therefore, a preference will be given to those that also speak Danish and Norwegian.

 

You will have the following main responsibilities:

• Supporting the recruitment and on-boarding of a potential Access Point:

• Validate potential Access Points based on the field qualification information provided by the UPS Field Representative (APSR)
• Update and ensure suitability of the Access Point data in order to close the on-boarding process
• Support the training of the Access Point candidate
• Perform the first “welcome call” as soon as the candidate is active


• Supporting the Access Points in their daily operations

• Package search
• Delivery problems
• Technical problems with the Access Point terminal
• Invoice questions/issues


• Supporting the service operational excellence:

• Monitoring specific quality reports
• Placing daily calls to Access Points in order to

• remind of procedures and appropriate Access Point terminal usage
• perform scanner synchronization






Qualifications:

• Service oriented person with the sense of responsibility
• Confident telephone manner – willing to give outbound calls and receive inbound calls
• Committed and a good team player
• Demonstrates high interest in customer satisfaction
• Hands-on and results oriented
• Organized in approach to work with the ability to priorities
• Good knowledge of MS office. At ease with technology & IT
• Good knowledge of UPS internal system e.g. ETT, TPX, ECM, etc. is a merit
• Fluent in Swedish and Danish. Norwegian is a merit


Flexibility is essential as you will be required to work in shifts, with the Helpdesk being open from 8am to 7pm, Monday to Friday.

                 For further questions contact: A.Razak Ali 0859513194