Key Account Excellence Investigation Analyst

United Parcel Service Sweden Aktiebolag; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

United Parcel Service Sweden Aktiebolag in Gurugram, India, is seeking a dedicated GxP Key Account specialist to serve as the primary contact for key accounts on GxP topics, build trust, and lead investigations.

You will write detailed investigations, collaborate with regional teams, implement CAPAs, and help maintain client documentation and dashboards to ensure timely and compliant outcomes.

Qualifications

• 2+ years of experience as Technical Writer, Customer Experience, Quality Assurance
• 2+ years of experience in technical writing, excellence operational, Strategic Account
• Associate degree or equivalent certifications required.
• Strong written and verbal communication skills in English.
• Organized, methodical and efficient approach to work.

Responsibilities

• Act as the primary point of contact for Key accounts on GxP matters, globally.
• Build and maintain trust-based relationships with dedicated Key Accounts on GxP topics.
• Attend and schedule recurrent meetings with clients to advise on open topics.
• Write detailed investigations to determine root causes and ensure timelines are met.
• Review investigations and identify preventive and corrective actions.
• Ensure compliance across all tasks assigned to key account investigations globally.
• Collaborate with other departments to resolve Key Account issues and improve processes.

Skills

Written communication

Verbal communication

English fluency

Collaboration

Education

Associate degree

Certifications

Tools

Microsoft Office

Job description

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Job Description:

1. 1. Act as the primary point of contact for Key account, addressing their needs and concerns for all topics related GxP matters, Globally
2. 2. Build and maintain strong, trust-based relationships with dedicated Key Account on GXP topics.
3. 3. Attend and scheduled recurrent meetings with the clients in order to advise them on the follow up of each open topic on GxP matters.
4. 4. Act as Key Accounts Excellence Investigation Writer, if needed, for Dedicated Key Account (Issue Reporter, Lead Investigator)
5. 5. Able to write a detailed and structured investigations through data collection, collaboration, interviews and analysis to determine root causes to ensure Key Account and Marken timelines are met in compliance with Marken's procedures and Client's requirements documentation.
6. 6. Act as reviewers of all investigations related the scope of Key Account associated to their scope of work.
7. 7. Work with the functional areas to identify the root cause and determine appropriate preventive and corrective action to prevent recurrence.
8. 8. Follow up and make sure to maintain the compliance of all tasks assigned to key account investigations, globally.
9. 9. Perform, if needed, Effectiveness checks required for the associated investigations written.
10. 10. Escalate and mitigate any necessary issue, work with Key Account Excellence Team members to identify and resolve any trends on investigations.
11. 11. Participate actively in all meetings to update management, peers, sites on any GxP matters related to Key Account.
12. 12. Track and communicate process improvements in the region, including Standard Operating Procedures and Client Documentation.
13. 13. Create and maintain trackers for all investigations, tasks, effectiveness checks and be on time related the dedicated Clients - A Client Dashboard
14. 14. Create and maintain a tracker all client's documentation (QTA, COP, SLA ...) and be compliance to requirements of dedicated Clients - A Client documentation Dashboard
15. 15. Attend to Key Account audit if necessary.
16. 16. Collaborating with other departments to resolve Key Account issues and improve the overall Key Account experience.
17. 17. Act as a Key Account advocate by providing feedback to the Teams on needs/experiences and lead cross functional initiatives to improve processes and deliver value to key accounts.

Requirements:

• 2+ years of relevant experience working in a Technical Writer, Customer Experience, Quality Assurance role
• 2+ years of relevant experience working in technical writing, excellence operational, Strategic Account
• Associate degree and/or equivalent university degree/ certifications.
• Strong written and excellent verbal communication skills are required. Ability to read and comprehend complex subjects.
• Organized, methodical and efficient approach to work.
• Strong typing and computer skills, including efficiency using Microsoft Office Suite (Word, Excel, PowerPoint).
• Fluent in English
• Ability to work in a fast-paced, high workload environment, and balance multiple projects and objectives for timely event closure.
• Collaboration skills, with the ability to troubleshoot and problem solve in a cross-functional team setting.

Employee Type:

Permanent

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