GBS Healthcare Recovery Advocate

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

GBS Healthcare Recovery Advocates (HRA) are mainly responsible for customer shipment recovery & escalations. They serve as the direct communication channel for both Premier customers customer and Operations to design a resolution that will tailor fit the customer’s needs.

What You’ll Do

• Execute Premier Recovery Support processes using UPMA and other internal UPS systems like ISPS, CEC, Express Critical website, Transportation Management Systems
• Collaborates with our Operations Partners, IEs, Sales Representative for the successful handling of Premier accounts globally including AMEA regions
• UPS Healthcare leverages the use of the Command Center, a globally positioned team that UPS® Premier packages 24/7 and intervenes when shipments need attention.
• Generate Express Critical orders to schedule same day deliveries
• Add exception scans into UPMA to communicate with Operations
• Follow Special Handling Instructions in the customer’s SOP to initiate Premier recovery solutions
• Coordinate with the operations to initiate the recovery solutions to the customers such as:
  • Refrigerating or replenishing dry ice for temperature sensitive shipments
  • Attempting a same-day delivery via Express Critical
  • Delivering on Saturday so that the shipment is not held over the weekend
  • Upgrading delayed critical shipments to the next flight out
  • Re-routing the shipment to an alternate address
  • Returning a shipment to the shipper before the first delivery attempt
  • Holding a shipment for pickup by the receiver

Your Skills & Requirements

• Education:  Preferably Bachelor’s Degree
• Skills, Knowledge, & Abilities:   
  • Must be able to demonstrate oral, written, presentation, and analytical skills. 
  • Ability to multi-task and meet critical deadlines. 
  • Ability to understand and execute policies and procedures. Preferably International skill certified. 

Employee Type:
 

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