Customer Service Associate

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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.

• Marken, Alexandra House, 21 Clifton Hall Road, Edinburgh, Scotland, EH28 8PW
• The Alba Centre, The Alba Campus, Livingston, EH54 7EG

40 hours per week, days and times to be advised. Flexibility to working hours and potentially weekend work is required.

To provide an enhanced level of Customer Services and operational support. Customer Service Agents will deal with shipment specific and other service related issues.

• 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 Marken internal database, generating and verifying shipping documentation where applicable.
• Liaise with all relevant departments within 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, meeting desired turn around 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.
• Attending customer meetings and teleconferences, when required.

• Good working knowledge of IT systems, Microsoft Suite, Word, Excel, Outlook, Teams, PowerPoint.
• Thorough understanding of Aviation and Airline Networks.
• Excellent communication skills with the ability to influence others.
• Excellent problem solving and prioritization 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.

Permanent

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