Customer Service Associate

Job Location: Marken, Alexandra House, 21 Clifton Hall Road, Edinburgh, EH28 8PW. Work Schedule: Monday to Friday – 40 hours per week, various shift patterns, including weekend coverage when required.

Job Purpose: To provide an enhanced level of Customer Services and operational support. Customer Service Associates will deal with shipment specific and other service-related issues.

Main Duties And Responsibilities

• Booking and processing requests within the Marken internal database, generating and verifying shipping documentation where applicable
• Monitoring all shipments daily to ensure that shipments are collected and delivered within agreed time frames
• Working with customers, internal and external, on a daily basis with the aim of developing an excellent working relationship
• Working with shippers to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibility
• 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 logistics transfer is handled efficiently thus meeting desired turnaround times
• Entering clinical trial sites into the Marken internal database
• Answering and dealing with general telephone and email requests
• Preparing, verifying and distributing country specific project documentation
• Attending customer meetings and teleconferences when required

Specialised Knowledge And Requirements

• Skilled in the use of Microsoft Suite – Excel, Word, and Outlook
• Good working knowledge of computers – Internet/Intranet, Teams
• Thorough understanding of Aviation and Airline networks
• Excellent communication skills with the ability to influence others
• Team player mentality with the ability to work on own initiative
• Excellent problem solving and prioritization skills
• Flexibility in working hours, including weekend coverage as required

Employee Type: Permanent

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

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