Customer Service Associate

United Parcel Service, Inc.; City of Edinburgh; On-site; GBP 21,000 - 26,000; Full time

Job summary

United Parcel Service, Inc. offers a Customer Service Associate role handling incoming requests from customers and vendors, executing orders, providing quotes, and checking shipment status.

You will analyze customer needs and provide solutions while supporting ongoing operations with established processes. Daily duties include monitoring shipments, liaising with internal teams, and maintaining documentation.

Qualifications

• 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.

Responsibilities

• Monitor all shipments daily to ensure on-time collection and delivery.
• Engage with customers and internal/external stakeholders to develop strong working relationships.
• Coordinate with patients to meet collection requirements and provide status updates.
• Book and process booking requests in Marken's internal database; generate/verify shipping docs.
• Liaise with Marke' network to meet customer requirements across departments.
• Collaborate with Marken offices and Local Service Providers to ensure efficient transfers.

Skills

Excellent communication

Problem solving

Prioritization

Flexibility

Weekend coverage

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

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

Employee Type: Permanent

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.

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.