Implementation Support Supervisor

Role Description

This position will be a remote/flex location role. The Implementation Support Supervisor position will align with the US, MX, LATAM Business Development teams to manage and support a planned implementation process for air and standard products. The focus of the Implementation Support Supervisor is revenue execution and customer experience.

• Creates value for all customers by leveraging UPS’ expertise in engineering, technology, finance, and supply chain design.
• Provides consultative support to the UPS Sales organization to enhance and improve the customer experience, reducing churn and overall dissatisfaction.
• Supports all business segments and works with standard processes.
• May include onboarding locations globally, which could require a flexible work schedule.
• Provides ongoing analysis of implementation projects and post-implementation audits as defined by the implementation project plan.

Responsibilities

• Develops and Maintains Networks Internally
• Project Management
• Uses project management tools – MS Planner, Discovery Checklist, Excel Project Plan to manage and record tasks, owners, dates, and next steps.
• Works with global partners to ensure the proper creation and execution of customer-specific Standard Operating Plans and/or Master Operating Plans.
• Mobilizes resources for clients’ specific requirements and those of the business needs of UPS.
• Supports Sales Teams
• Works with the sales team and client to understand requirements for brokerage compliance on export and import.
• Determines if additional functional groups are needed to ensure a successful engagement with the client and sales.
• Maintains an open line of communication to ensure essential information and internal/external expectations are communicated and shared with all stakeholders.
• Ensures the International Customer Associate (ICA) engages early and often with the client, especially during the first 90 days.
• Responsible for working with the sales managers to ensure their teams are engaged in requesting support.
• Manages Target Account Implementation Strategy and Execution
• Monitors metrics to ensure UPS is fulfilling its commitments to the client.
• Identifies potential issues with compliance or commodities and collaborates with client and sales team to anticipate and avoid danger.
• Communicates with CER on large export implementations to ensure appropriate staffing and special operating procedures.
• Manages the implementation of technology to improve client satisfaction.
• Ensures accurate and timely PLD is validated before shipping.
• Assesses client needs, defines project scope, and establishes timelines and milestones.
• Provides problem resolution and Post-Sale Support
• Identifies, resolves, and escalates issues and concerns in the execution of the implementation plans to the management team.
• Secures and utilizes resources to meet client needs, reviews service quality in initial stages of post-implementation, and coordinates adjustments needed to meet client expectations.
• Evaluates current implementation processes for improvement.
• Makes process improvement recommendations to International Implementation Manager(s) to ensure quality and efficiency.
• Gathers and shares best practices to ensure high levels of service and satisfaction.

Implementation Support Activities

• Customized MOP – For non-standard processes
• EDI Support – Owns the connection process to the EDI onboarding team.
• PLD review and advisement as it relates to onboarding or retaining clients.
• Quantum View Data - Customer Programmed
• Worldease implementation and support
• Worldwide Express Freight implementation and support
• WorldShip Integration – As part of a revenue engagement with sales
• Shipping API consultation – If client requires programming SDM is engaged.
• Guardian Model
• Crossware Consultation Setup – SDM owns the SOW and manages the engagement.
• Nearshoring – observe and advise Nearshoring Team owns the engagement.
• Trade Direct – observe and advise TD owns the implementation.
• All executable interactions to onboard small package clients – Transportation, Custom Solutions, Brokerage, Billing and New Processes
• Import, Export, 3p3c, multi-region engagements.

Compensation

Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

Employee Type

Permanent