Customer Service Associate

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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 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.

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

Work Schedule: Monday to Friday - 40 hours per week, various shift patterns. Weekend working as required.

Essential Requirements: Fluency in Polish and English is an essential requirement for this role.

Main Duties and Responsibilities:

* Booking and processing booking requests within the Marken data base, generating and verifying shipping documentation where applicable

* Monitoring all shipments daily to ensure that shipments are collected and delivered within the agreed time frames

* Working with customers, internal and external, on a daily basis with the aim of developing and excellent working relationship

* Working with shippers to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibiity

* Liaise with all relevant departments within the Global and Domestic Marken network to ensure that all customer requirements are met

* Entering clinical trial sites in to the Marken internal database

* Answering and dealing with general telephone and email requests from external clients and internal departments/colleagues

* Preparing, verifying and distributing country specific project documentation

* Attending customer meetings and teleconferences when required

Requirements:

* Fluency in Polish and English essential

* Skilled in the use of Microsoft Suite (Excel, Word, and-outlook)

* Good working knowledge of computers, including Teams, PowerPoint, Internet and Intranet

* Thorough understanding of Aviation and Airline networks

* Excellent communication skills with the ability to-influence others

* Excellent problem solving and prioritization skills essential

* Team player mentality with ability to work on own initiative

* Flexibility in working hours and weekend working as required

Employee Type:
 

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