UPS revamps US sales team, makes layoffs

Core Insights - UPS has implemented a new sales team structure in the U.S., leading to layoffs and customer friction [1][4] - The new structure includes two distinct roles: business development managers for new sales and customer success managers for existing business [2] - This change is part of UPS's strategy to adapt to a competitive parcel delivery market and target more profitable sectors [3] Group 1 - The revamp was first piloted in Chicago in 2024 and has been rolled out nationwide as of January [2] - UPS stated that the updated structure aims to enhance customer relationships and service quality [4] - A small number of employees were affected by the layoffs, with UPS providing severance and outplacement assistance [4] Group 2 - Consultants noted that clients have been assigned new sales representatives, causing disruptions in shipper-carrier relationships [5] - Lengthier contract negotiations and the need for new representatives to build trust have been reported as challenges [5][6] - The restructuring is part of broader cost-reduction efforts, including the "Network Reconfiguration" plan, which has led to significant job cuts [7]