Customer Services Associate

Job Description

Job Title: Customer Services Associate

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

Work Schedule: 40 hours per week, various days and shift patterns. Flexibility required to suit the needs of the business, which may be of an urgent medical nature.

Job Purpose: To provide an enhanced level of customer services and operational support. The Customer Services track and trace agent will deal with shipment‑specific and other logistical issues.

Main Duties and Responsibilities

• Monitor all shipments on a daily basis to ensure that shipments are collected and delivered within agreed time frames.
• Provide logistical and operational support to facilitate an efficient shipment journey.
• Intervene on at‑risk or delayed shipments effectively and in line with SOPs.
• Continuously improve operational and logistical execution.
• Work with customers, internal and external, on a daily basis with the aim of developing an excellent working relationship.
• Liaise with all relevant departments within Global and Domestic Marken and UPS networks to ensure that all customer requirements are met.
• Work with all Marken offices and local service providers to ensure the logistics transfer is handled efficiently and meets desired turnaround times.
• Develop and employ a deep understanding of import/export guidance on a regional basis.
• Prepare, verify and distribute country‑specific project documentation.
• Prepare and distribute reports to customers, internal and external.
• Attend customer meetings and teleconferences when required.

Requirements

• Fluency in English and Czech.
• Excellent IT skills, including Microsoft Suite (Excel, Word, Outlook), Power BI, Teams, SharePoint.
• Thorough understanding of aviation/airline networks.
• Excellent communication skills and the ability to influence others.
• Team‑player mentality, with the ability to work on own initiative.
• Excellent problem‑solving and prioritisation skills.
• Flexibility in working hours required; weekend coverage required in Customer Services as needed.

Employment Type

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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