Job Title: Customer Service Telephone Representative
Department: Hazardous Materials Support Center
Days: Monday – Friday Hours per Week: 25
Commitment to Position: 2 years Hours: 6:00pm - 11:00pm
Flex Time: Yes, 5 minutes prior to start, 5 minutes after start
Rotating Shifts: No
Job Freezes: No
Work Location: HMSC – WFF West Mezzanine
Manager: Donna Collier Supervisor: Aaron Riggs
Work Environment: Office environment located in the West Mezzanine of the Worldport Freight Facility. This office facility was established in May 2008 and currently supports approximately 46 administrative, 4 business professional, and 16 management employees in the Hazardous Materials Support Center (HMSC).
Job Summary: HMSC representatives respond to inbound phone calls regarding hazardous materials. These inquires include shipping, packaging, marking, labeling, and documentation required for shipping hazardous materials in the UPS ground and air systems. The HMSC answers questions according to the rules and regulations outlined by the DOT, IATA/ICAO and UPS. Phone calls cover domestic and international shipping from customers and UPSers.
Job Description: The HMSC Helpdesk is staffed 24 hours a day 7 days a week. The HMSC Helpdesk plays an integral role in ensuring that both our customers and UPSers are in compliance with hazardous materials/dangerous goods laws and regulations. HMSC representatives must have comprehensive knowledge of the rules and regulations in the 49CFR, IATA/ICAO and UPS carrier variations. The representatives assist callers on awareness training and how to properly package and ship dangerous goods. They field calls from UPSers in the operation concerning proper guidelines for accepting, loading, and storing air, ground, domestic, and international dangerous goods. The Helpdesk also provides support and guidance with DG related Flight Operations issues (including the NOTOC), and staffs the UPS DOT Special Permit Line (DOT-SP 15747).
Required Skills: Customer service skills/experience; Microsoft Office; proficient with office equipment such as computer, fax, scanner, copier, etc.
Additional Skills: Knowledge of UPS operations. Dangerous Goods Acceptance Auditor or other Dangerous Goods function specific training. Knowledge of UPS operations and systems such as HMMS, iGATE, BIA, eTT and CRIS.
Interpersonal Skills: Must be flexible, receptive to change, and show a willingness to help the customer. Must be able to work independently with little or no supervision and in a team environment. Should be able to work under pressure with confidence.
Applicant must complete a Pymetrics assessment in order to be considered for this position. An email from “UPS Recruitment” containing instructions will be sent to the email address associated with the application within 24-48 hours of supervisor approval. Applicant will have 3 business days to complete the assessment.
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law