Customer Relations Spec

UPS; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading logistics company in Edinburgh is seeking a Client Relationship Manager to enhance customer service experience and provide effective service management. The ideal candidate will possess a Bachelor's degree in a related field and have experience in customer service management. Responsibilities include improving service quality, participating in customer agreements, and leading a team. This permanent position offers an opportunity to work in a dynamic environment focusing on client satisfaction.

Qualifications

• Experience managing a Customer Service function.
• Understanding of Central Lab and Clinical Trial supplies industry desired.
• Ability to think strategically and lead a team.

Responsibilities

• Improve customer service experience, facilitating organic growth.
• Participate in customer agreement of service standards.
• Work cross-functionally to meet customer requirements.

Skills

Customer service management

Strategic thinking

Communication skills

Analytical skills

Education

Bachelor's degree in a related field

Job description

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

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state of the art GMP compliant depot network and logistics hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct‑to‑Patient and Home Healthcare services, biological sample shipments and biological kit production.

Job Purpose

The Client Relationship Manager will provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.

Main Duties And Responsibilities

• Improve customer service experience, create both engaged customers and employees: facilitate organic growth.
• Participate in the customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery.
• Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken network guidelines, policies and procedures.
• Establishing and communicating service metrics: monitoring and analysing results, implementing changes.
• Take ownership of customer issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Analyse statistics and compile accurate reports.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Improve customer service quality results by studying, evaluating, and re‑designing processes.

Requirements

• Bachelors degree in a related field.
• Experience managing a Customer Service function
• Understanding of Central Lab and Clinical Trial supplies industry desired.
• Ability to think strategically and to lead a team.
• Excellent written and verbal communication skills.
• Strong client‑facing and communication skills.
• Excellent knowledge of management methods and techniques.
• Ability to translate your skills to other employees through training and mentoring.Advanced troubleshooting and multi‑tasking skills.

Employee Type

Permanent

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