MARKEN - UPS HEALTHCARE
Marken is a wholly owned subsidiary of UPS and is a critical part of UPA 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.
CUSTOMER SERVICES ASSOCAITE
BASED: MARKEN UPS - Alexandra House, 21 Clifton Hall Road, Edinburgh, EH28 8PW
HOURS: 40 HOURS PER WEEK - Days and shift patterns to be discussed - flexibility in working hours required. Weekend coverage required in Customer Services in some cases.
SALAY: £27k - £28k Dependant on experience
JOB ROLE
To provide an enhanced level of customer services and operational support. Customer Service agents will deal with shipment specific and other service related issues.
*Please note for this role, we are looking for a fluent German, Italian, and or Portuguese speaker*
Working 40 hours per week, you must be flexible and prepared to work additional hours as and when required to meet our service requirements which may be of an urgent medical nature.
For successful applicants, Marken will process standard disclosure criminal record checks.
Key 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 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 the logistics transfer is handled efficiently this meeting desired turnaround times.
Entering clinical trial sites into Marken internal database where necessary. Dealing with general telephone and email requests from external customer's and internal departments.
Skills:
Skilled use of Microsoft Suite, Excel, Word, Outlook, Teams, PowerPoint
Thorough understanding of Aviation/Airline networks
Excellent communication skills and ability to influence others
*Excellent problem solving and prioritisation skills essential
*Team player mentality with ability to work on own initiative
Specialist Knowledge:
Fluent in Portuguese OR German OR Italian
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