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UPS China District Customer Solutions Group Senior Manager

United Parcel Service Singapore Pte Ltd
Not Specified
Not Specified

Job Description

Job Summary

The China District Customer Solutions Group Senior Managerprovides direction and communication to the Solutions Engagement region team (i.e., Solutions Engagement Specialists, Solutions Engagement Supervisors, and Solutions Engagement Managers). He/She delivers coaching and training to stakeholders (e.g., customers, Sales, Customers Solutions, etc.) and the team. This position develops and manages account strategies and value propositions. He/She identifies and analyzes sales opportunities to grow revenue. The Solutions Engagement Area Manager interfaces with internal (e.g., Business Development [BD], Pricing, etc.) and external customers. This position manages specialists, supervisors, and managers within the department.

Provides Direction, Coaching, and Communication to the Team

Facilitates calls with the Solution Engagement Resources (SER) group (i.e., Solution Engagement Specialists, Solution Engagement Supervisors, an Solution Engagement Managers) to identify sales opportunities, to discuss solutions, and to overcome barriers. Coaches team on sales skills to increase understanding of customers’ needs, to strengthen skill proficiency, and to gain revenue. Reviews and analyzes staff reports (e.g., sales funnel, etc.) to ensure goals are met. Reviews pre-call and post-call plans with staff to ensure effective account strategies. Assesses SER’s knowledge and skills (e.g., engagement, sales skills, positioning skills, strengths and weaknesses during customer calls, etc.) and provides coaching to strengthen skills and to ensure effective customer interaction.

Develops and Manages Account Strategies and Value Propositions

Identifies customers’ needs and goals to determine solutions, to resolve issues, to reduce costs, to increase efficiency, and to gain revenue. Reviews and assesses UPS’s needs (e.g., resources, initiatives, etc.) to ensure resources are available for account strategies and to achieve business objectives. Provides account analysis (e.g., time in transit, customer issues, site, etc.) to determine effective solutions. Plans account strategies with stakeholders (e.g., Enterprise Account Managers, Account Managers, etc.) to ensure collaborative sales’ efforts, to increase and retain business, and to sell customized solutions for consulting revenue fees. Reviews value propositions to ensure customers’ goals are met and to validate financial impact of solutions implementation.

Manages and Develops Others

Manages resources and people processes (e.g., Performance Management, Career Development, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures. Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development. Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally. Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement. Holds others accountable to established performance levels to achieve individual and group goals. Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork. Coaches others and provides on-going feedback and support to improve performance. Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization. Makes salary recommendations to reward employee performance.

Identifies and Analyzes Sales Opportunities

Reviews and assesses strategic region and district account lists to identify opportunities for Customer Solution's resource engagement and to support the BD sales resources. Conducts internal research (e.g., pre-call, etc.) to identify accounts for opportunities. Reviews target accounts with sales resources to engage and sell solutions and to win and retain business. Reviews sales opportunities to identify resources and barriers and to expedite solutions implementation. Reviews and assesses the target accounts list to evaluate account progress, to identify sales opportunities, and to increase revenue.

Interfaces with Internal and External Customers

Conducts strategy meetings with stakeholders (e.g., Area Sales Managers, Director of Sales, Account Managers, Enterprise Account Managers, etc.) to ensure a cohesive agreement on the account strategy. Negotiates incentive levels with internal customers (e.g., BD, Pricing, etc.) and fees for customized solutions with external customers to gain revenue and to ensure cost savings. Leads and directs strategy development for account engagement across functions (e.g., UPS Capital, BD, Mail Innovations, UPS Freight, etc.) to ensure collaborative sales efforts. Negotiates costs for solutions with Solution Design Implementation (SOLDI) to cover costs and to maximize operating ratios. Interfaces with stakeholders (e.g., Customer Technology, Marketing Managers, etc.) to ensure appropriate resources (e.g., SOLDI, etc.) are involved

Generates Large Scale Revenue Opportunities

Monitors the revenue business plan to ensure performance metrics (e.g., quality, cost, effectiveness, etc.) are met and the returnon-investment is achieved. Evaluates non-traditional UPS solution opportunities (e.g., technology systems, etc.) to create alternative revenue streams. Works with enterprise accounts and UPS subsidiaries (e.g., Small Package, etc.) to customize customer solutions and maximize UPS revenues.

Manages Projects

Manages project lifecycles, including project scope, resources, schedule, initiation, start-up/design, building, and deployment to see projects from beginning-to-end. Forwards project documents to stakeholders to obtain sign-off, agreement on project cost, and needed resources. Develops project plans (i.e., detailed plan, milestones, and work breakdown structures) and assigns tasks to resources to ensure that the project will be completed on time and according to specifications. Ensures affected functions or groups are identified and works with them to negotiate process changes, ownership of processes, and to manage project impact. Designs and implements communication plans to ensure those affected by projects are informed and updated. Follows up with assigned resources formally (e.g., status meetings, etc.) and informally to continuously manage the productivity of the team, project timelines, and deliverables. Balances multiple projects and deployment schedules to meet stakeholder goals and expectations.

Oversees Implementation Phases for Multiple Teams

Oversees creation of work breakdown structures to maximize productivity and quality results. Manages the implementation roll-out plans to ensure effective project implementations. Serves as the project implementation primary contact and cross-functional team leader to identify implementation criteria, obtain stakeholder buy-in, and support cross-functional communications. Oversees post-implementation audits to ensure best in class repeatable implementation models and effective and efficient processes. Manages issues and risk mitigation as established through a stakeholder and sponsor approved escalation and mitigation plan to ensure effective project implementation and deployment.


  • Bachelor degree or above
  • At least 2-3 years experience in similar positions from logistics industry
  • Require business trip occasionally
  • English level - high

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