Customer Service Associate

Ups; Newbridge; On-site; GBP 22,000 - 28,000; Full time

Job summary

A logistics support company in Newbridge, Scotland, seeks a Customer Services Associate to enhance customer service and support operations. This role involves monitoring shipments, building customer relationships, and processing booking requests. Ideal candidates are skilled in Microsoft Suite and must possess strong communication, problem-solving abilities, and a team player mentality. The position is permanent and requires flexibility in working hours, including weekends.

Qualifications

• Skilled in using Microsoft Suite applications, including Excel and Outlook.
• Must have a thorough understanding of aviation and airline networks.
• Excellent communication and influencing skills needed.
• Strong problem solving and prioritisation skills required.
• Flexibility in working hours is necessary, including potential weekend work.

Responsibilities

• Monitor all shipments daily to ensure timely collection and delivery.
• Work with customers to develop excellent working relationships.
• Ensure patients are informed during the shipping process.
• Process booking requests and generate shipping documentation.
• Liaise with departments to meet customer requirements.
• Coordinate logistics transfers to meet turnaround times.
• Interact with clinical trial sites and manage project documentation.

Skills

Microsoft Suite - Excel, Word, Outlook, Teams, PowerPoint

Excellent communication skills

Problem solving and prioritisation skills

Understanding of Aviation and Airline networks

Team player mentality

Job description

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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 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.

Job Title: Customer Services Associate (Preferred Customer Associate)

Location: Marken, Alexandra House, 21 Clifton Hall Road, Edinburgh, Scotland, EH28 8PW

Work – Schedule: 40 hours per week, 6am to 2.30pm, days to be advised, weekend working as required

Job Purpose

To provide an enhanced level of customer services and operational support. Customer Service Associates will deal with shipment specific and other service‑related issues.

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 and external, on a 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 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 customers requirements are met
• Working with all Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turn around times
• Entering clinical trial sites into the Marken internal database
• Answering and dealing with general telephone and email requests from external customers and internal offices
• Preparing, verifying and distributing country specific project documentation
• Filing and archiving where required
• Attending customer meetings and teleconferences when required

Specialised Knowledge and Requirements

• Skilled in the use of Microsoft Suite - Excel, Word, Outlook, Teams, PowerPoint
• Thorough understanding of the Aviation and Airline networks
• Excellent communication skills and ability to influence others
• Excellent problem solving and prioritisation skills essential
• Flexibility in working hours required. Weekend coverage required in Customer Services in some cases
• Team player mentality with the ability to work on own initiative

For successful candidate's, Marken will run a standard DBS check, and 5 years employment referencing including any gaps in employment.

Employee Type: Permanent

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