Customer Relations Specialist

UPS; City of Edinburgh; On-site; GBP 50,000 - 65,000; Full time

Job summary

UPS is seeking a Client Relationship Manager in Edinburgh to provide a central point of contact for service management and problem resolution. You will work across functions to ensure customer requirements are met, establish service metrics, and drive continuous improvement in process and performance.

The role emphasizes strategic thinking, leadership, and exceptional communication with clients, supported by a GMP-like understanding of logistics and clinical trial-related operations within

Qualifications

• Bachelor’s degree in a related field.
• Experience managing a Customer Service function.
• Excellent written and verbal communication skills.
• Strong client-facing abilities and leadership.

Responsibilities

• Improve customer service experience and drive growth.
• Agree service standards and ensure delivery meets them.
• Coordinate cross-functional activities to meet client needs.
• Establish service metrics and monitor results.
• Own customer issues and drive resolution.
• Analyze statistics and report findings.

Skills

Strategic leadership

Client-facing communication

Verbal and written communication

Troubleshooting

Multi-tasking

Training and mentoring

Project management

Clinical trial logistics

Managing Customer Service function

Education

Bachelor's degree

Job description

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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:

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.