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Job Description:
Customer Services Associate
Job Purpose: 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, fluent English is an essential requirement for this role, German language fluency is desired.
Job Location: Alexandra House, 21 Clifton Hall Road, Edinburgh, EH28 8PW
Work Schedule: 40 hours per week, various shift patterns to be discussed.
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.
Main Duties and Responsibilities:
* To monitor all shipments on a daily basis to ensure that shipments are collected and delivered
* Working with customers, internal and 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 data base, generating and verifying shipping documentation where applicable
* Liaise with all relevant departments within 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 thus meeting desired turnaround times
* Entering clinical trial sites into Marken internal database
* Answering and dealing with general telephone and email enquiries from external customers and internal offices and agents
* Preparing, verifying and distributing country specific project documentation
* Attending customer meetings and teleconferences when required
Requirements:
* Fluent in English, and German language fluency is also desired
* Skilled in the use of Microsoft Suite (Excel, Word, and Outlook)
* Thorough understanding of Aviation and Airline networks
* Excellent communication skills with the ability to influence others
* Excellent problem solving and prioritisation skills essential
* Team player mentality with the ability to work on own initiative
* Flexibility in working hours required. Weekend coverage required in Customer Services in some cases
Employee Type:
Permanent
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