Job Description

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Job Title: Customer Service Associate

Job Location: IQVIA, The Alba Centre, The Alba Campus, Livingston, EH54 7EG

Work Schedule: Monday to Friday, 40 hours per week. Flexibility is required to suit the needs of the bushiness, weekend working as required.

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

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 logistics 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 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 the Marken internal database, generating and verifying shipping documentation.

* Liaise with all relevant departments within the Global and Domestic Marken network.

* Working with all Marken offices and Local Service Providers, ensuring the logistics transfer is handled efficiently, this meeting desired turn around times.

* Dealing with telephone and email requests from external clients and internal departments.

* Preparing, verifying and distributing country specific project documentation.

* Attending customer meetings and teleconferences, when required.

Requirements:

* Skilled in the use of Microsoft Suite (Excel, Word and Outlook).

* A good working knowledge with computers, Teams, PowerPoint, Internet, Intranet.

* Thorough understanding of Aviation and Airline Networks

* Excellent communication skills with the ability to influence others.

* Excellent problem solving and prioritization skills

* Team player mentality with ability to work on own initiative

* Flexibility in working hours required. Weekend coverage as required

Employee Type:

Permanent

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