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**Job Description:**
Job Title: Customer Service Associate – Track and Trace
Job Location: Marken, Alexandra House, 21 Clifton Hall Road, Edinburgh, EH28 8PW
Work Schedule: – Wednesday to Sunday – 8am to 4pm
Job Purpose: To provide an enhanced level of customer services and operational support. Customer Services Track and Trace Associates will deal with shipment-specific and other logistical issues.
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.
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.
* Provide logistical and operational support to facilitate efficient shipment journey.
* Intervene on at risk or delayed shipments effectively and in line with Standard Operating Procedures.
* 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.
* Continuous improvement of operational and logistical execution.
* Develop and employ deep understanding of import/export guidance on a regional basis.
* Preparing, verifying and distributing country specific project documentation.
* Preparing and distributing reports to customers, internal and external.
* Attending customer meetings and teleconferences when required.
* Administrative tasks to ensure data integrity and accuracy.
Requirements:
* Skilled in the use of Microsoft Suite (Excel, Word and Outlook), Teams
* Thorough understanding of aviation/airline networks
* Excellent communication skills and ability to influence others
* Excellent problem solving and prioritization skills essential
* Flexibility in working hours required, to sit the needs of the business which may be of an urgent medical nature. Weekend working as required
**Employee Type:**
Permanent
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