Customer Communications Specialist

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Job Description:

The APAC Customer Comms Specialist will report to the APAC Customer and Social Communications Assistant Manager. His/her primary role involves overseeing daily customer communications tasks, including, planning, executing, and optimising regional customer communications materials across APAC. He/she will be an integral contact point between Corporate, Region, Local Market stakeholders, and external vendors.

Job Resposibilities

Creation and maintenance of customer communications materials

• Plan, write and execute high-quality customer-facing content, including customer letters, service alerts, invoice messaging, customer talking points and forwardable email templates to support communication with customers.

• Evaluate requests and manage creative content development for customer collaterals.

• Prioritise and coordinate a high volume of ongoing requests for customer communications content and manage expectations effectively.

• Quick turnaround to develop materials for urgent customer communications and manage the approval process.

• Recommend an optimal approach for communications content and format to engage with UPS’s customers meaningfully.

• Able to understand and simplify complex operational terminology and information to create clear and concise communications to customers.

• Navigate back-end digital platforms to upload and maintain a communication materials hub for an external and internal audience.

• Maintain and update existing customer and sales collaterals.

Project management

• Collaborate with functional stakeholders to develop a concise project timeline, manage and track project development to ensure all timelines are met, holding functional stakeholders accountable for their responsibilities and deliverables.

• Manage the entire process of rate guides updates for APAC countries from project kick-off to distribution.

• Coordinate the translation of communication materials and distribution.

Job Requirements

• Possess a Degree in Communications, Marketing, Social Sciences or equivalent.

• Preferably with experience in the areas of business communications or journalism

• Confident and able to manage internal stakeholders and present to senior leadership when required.

• Possess prior project management skills; ability to manage and track project development to ensure all timelines are met and hold functional stakeholders accountable for their responsibilities and deliverables.

• Attention to detail and sensitivity to cultural differences is required

• Strong organizational skills and the ability to manage multiple projects simultaneously in a fast-paced environment.

• Excellent written and verbal communication skills in English, with the ability to craft engaging and compelling content for various audiences. Other languages are an asset

• Familiar with content marketing/creative development and production processes

• Good team player; self-driven; energetic and motivated

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.