Customer Service Associate

UPS; City of Edinburgh; Sur place; GBP 21 000 - 29 000; Plein temps

Résumé du poste

UPS Marken is seeking a Customer Service Associate to handle inquiries, process orders, provide quotes, and monitor shipments within approved timeframes. You will also support administrative tasks to ensure smooth ongoing operations and excellent customer service.

The role requires strong communication, problem-solving skills, and flexibility with working hours, including potential weekend coverage. It is a permanent position within the UPS Healthcare network, collaborating with Marken and

Qualifications

• Proficient in Microsoft Excel, Word and Outlook.
• Strong communication and influencing skills.
• Excellent problem solving and prioritization abilities.
• Good general computing skills and comfort with technology.
• Flexible hours; weekend coverage may be required in Customer Services.

Responsabilités

• Monitor shipments daily to ensure on-time delivery.
• Build and maintain relationships with customers and internal/external partners.
• Coordinate with Marken network to meet customer requirements.
• Enter clinical trial sites into Marken’s internal database.
• Handle inbound calls and emails from customers and offices; provide timely responses.
• Prepare, verify and distribute country-specific project documentation.

Connaissances

Microsoft Suite

Communication skills

Problem solving

Computing skills

Flexibility

Description du poste

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Job Description:

Customer Service Associate

In this role you will receives incoming requests from customers and/or vendors, executes orders, provides quotes, checks shipment status, etc. Whilst also analyzing customer needs and provides solutions.

You will also provide administrative or technical support to ensure effective on-going operations. You will apply knowledge of established processes and procedures to execute with excellence.

Main Duties and Responsibilities:

• To monitor all shipments on a daily basis to ensure that shipments are collected and delivered within agreed time frames.
• Working with customers, internal & external, on daily basis with the aim of developing an excellent working relationship.
• Working with patients to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibility.
• Booking and processing booking requests within Marken’s internal database, generating and verifying shipping documentation where applicable.
• Liaise with all relevant departments within the Global and Domestic Marken network to ensure that all customer requirements are met.
• Working all Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times.
• Entering clinical trial sites into Marken’s internal database (where necessary).
• Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.
• Preparing, verifying and distributing country specific project documentation.
• Filing and archiving where required.
• Attending customer meetings and teleconferences, when required.

Requirements

• Skilled in use of Microsoft Suite (Excel, Word and Outlook)
• Knowledgeable with computers
• Thorough understanding of Aviation/Airline networks
• Excellent communication skills and ability to influence others
• Excellent problem solving and prioritization skills essential
• Flexibility in working hours required. Weekend coverage required in Customer Services in some cases

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.

UPS is committed to a policy of treating individuals fairly and recruiting, selecting, training, promoting and compensating based on merit, experience and other work-related criteria. We do not discriminate against any applicant based on age, race, religion, sex, disability, sexual orientation or gender identity.

Employee Type:

Permanent

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