Job Description

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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.


Job Title: CUSTOMER SERVICES ASSOCIATE - EDINBURGH


Please note an Italian speaker is essential for this role


Location : Marken UOPS, Alexandra House, 21 Clifton Hall Road,


Edinburgh, EH28 8PW


Work Schedule: 40 hours per week, days and shift patterns to be arranged. Weekend working when required


Job Purpose: To provide an enhanced level of customer services and operational support. Customer Services Agents will deal with shipment specific and other service-relayed 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 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 thus meeting desired turnaround times. Entering clinical trial sites into Marken internal database. Answering and dealing with general telephone and email requests from external customers and internal departments. Preparing, verifying, and distributing country specific project documentation. Filing and archiving where required. Attending customer meetings and teleconferences, when required.

Requirements:

Fluent in Italian and English is essential for this role Skilled in the use of Microsoft Suite, Excel, Word, Outlook, Teams, PowerPoint Thorough understanding of the Aviation and Airline networks Excellent communication skills, with the ability to influence others Excellent problem solving and prioritisation skills essential Team player mentality with 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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