Customer Service Associate

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Job Description:

Job Location: Marken UPS, IQVIA Building, The Alba Centre, The Alba Campus, Livingston, EH54 7EG

Work Schedule: Monday to Friday - 40 hours per week, various shift patterns, weekend coverage as required

Job Purpose: To provide an enhanced level of customer services and operational support. Customer Services agent 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 & 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 the 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 customer requirements are met.

* Working with all Marken Offices and Local Service Providers to ensure logistics transfer is handled efficiently thus meeting desired turnaround times.

* Entering clinical trial sites into the Marken internal database.

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

* Preparing, verifying and distributing country specific project documentation.

* Attending customer meetings and teleconferences when required.

Requirements:

* Skilled in the use of Microsoft Suite (Excel, Word and Outlook).

* Good working knowledge with computers - internet, intranet, Teams

* Thorough understanding of Aviation and Airline networks.

* Excellent communication skills and ability to influence others.

* Excellent problem solving and prioritization skills essential

* Team player mentality with the ability to work on own initiative.

* Flexibility in working hours including weekend coverage when required.

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers 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.

Employee Type:

Permanent

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