The Solution Engagement Analyst develops a thorough understanding of customers’ processes and business objectives, thus capitalizes on the value that UPS can offer their business. He/She creates value for customers by leveraging UPS’s expertise in the areas of engineering, technology, finance, and supply chain design. This position provides support to customers during the implementation phase to ensure solutions meet and exceed customer expectations.
Conducts research and analysis to evaluate customer objectives and business needs, so as to maximize solutions discussions
Formulates solutions with sales team and develops proposals and present to customers to demonstrate the value-added UPS solutions
Manages and coordinates among resources to ensure smooth customer solution implementations
Delivers training to the sales force on technology solutions to facilitate customers’ education so as to enhance user experience on effective use of UPS products
Prepares accurate documentation of sales activities and solutions formulations to ensure internal stakeholders are well informed of customer activity
Maintains customer relationships through regular customer visits and meetings to understand solutions effectiveness, solicit feedback and address questions
Degree holder, preferably Business/Computer Science related major
Has basic knowledge of the Logistics/Supply Chain field
Business mindset and technology sensitive, be able to apply standard technology to work
Curious to learn, particularly on technology applications in Business Settings
Minimum 3 years of customer handling experience, relevant experience in the Logistics/Supply Chain industry will be advantageous
A problem solver with excellent communication and presentation skills, with the ability communicate well with both internal and external stakeholders
Working proficiency in MS office applications
Fluent in Mandarin, good command of spoken and written English
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases