Customer Services Associate

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Job Description:

Job Title: Customer Services Associate

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

Work Schedule: - 40 Hours Per Week various days and shift patterns flexibility required to suit the needs of the business which may be of an urgent medical nature.

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 Purpose: To provide an enhanced level of customer services and operational support. Customer Services track and trace agent will deal with shipment-specific and other logistical issues.

Essential Requirement: Fluency in English and Czech

Main Duties and Responsibilities:

To monitor all shipments on a daily basis to ensure that shipments are collected and delivered within agreed time frames.

Provide logistical and operational support to facilitate efficient shipment journey.

Intervene on at-risk or delayed shipments effectively and in line with SOPs.

Continuous improvement of operational and logistical execution.

Working with customers internal & external on a daily basis with the aim of developing an excellent working relationship.

Liaise with all relevant departments within Global and Domestic Marken and UPS networks to ensure that all customer requirements are met.

Working with all Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently this meeting desired turn around times.

Develop and employ deep understanding of import/export guidance on a regional basis.

Preparing verifying and distributing country specific project documentation.

Preparing and distributing reports to Customers internal and external.

Attending customer meetings and teleconferences when required.

Requirements:

Fluency in English and Czech essential

Excellent IT skills: Microsoft Suite Excel Word Outlook Power BI Teams SharePoint.

Thorough understanding of Aviation/Airline networks.

Excellent communication skills and ability to influence others.

Team player mentality with ability to work on own initiative.

Excellent problem solving and prioritization skills essential.

Flexibility in working hours required. Weekend coverage required in Customer Services as required.

Employee Type:

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