Customer Relations Specialist

United Parcel Service, Inc.; City of Edinburgh; On-site; GBP 45,000 - 65,000; Full time

Job summary

United Parcel Service, Inc. is seeking a Client Relationship Manager to provide a single point of contact for service management and issue resolution within a dynamic healthcare logistics setting. You will partner across functions to align services with customer requirements and industry standards.

Based in the United Kingdom, the role emphasizes strategic thinking, leadership, and exceptional communication with clients and internal teams to drive service improvements and operational excellence.

Qualifications

• 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.

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 analyzing 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.
• Analyze statistics and compile accurate reports.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Control resources and utilize 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.

Skills

Communication skills

Client-facing

Leadership

Mentoring

Troubleshooting

Strategic thinking

Multi-tasking

Management methods

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 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 analyzing 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
• Analyze statistics and compile accurate reports
• Keep ahead of industry developments and apply best practices to areas of improvement
• Control resources and utilize 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

• Bachelor’s 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
• 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

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 logistic 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. Moving Our World Forward by Delivering What Matters.

Employee Type

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.