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Customer Service Agent – Marken UPS
Location: IQVIA Building, The Alba Centre, The Alba Campus, Livingston, EH54 7EG Work Schedule: Monday to Friday – 40 hours per week, various shift patterns, with weekend coverage as required Employee Type: Permanent
Envision innovative possibilities and work with talented teams at a Fortune Global 500 organisation. UPS knows that leadership requires a mix of skill + passion. If you’re ready to grow—and to guide others—take your career to the next level.
Job Purpose
To deliver enhanced customer service and operational support as a Customer Service Agent. You’ll handle shipment-specific and service-related issues while ensuring customer satisfaction and operational efficiency.
Main Duties and Responsibilities
- Monitor all shipments daily to confirm timely collection and delivery against agreed timelines.
- Build strong working relationships with internal and external customers, ensuring seamless interaction.
- Work closely with patients to meet collection requirements and keep them informed throughout the process.
- Process booking requests in the Marken internal database, generate and verify shipping documentation where necessary.
- Coordinate with departments across the Global and Domestic Marken network to fulfil customer needs.
- Ensure efficient logistics transfers by collaborating with Marken Offices and Local Service Providers to meet turnaround targets.
- Input clinical trial sites into the Marken internal database.
- Handle telephone and email correspondence for external clients and internal stakeholders.
- Prepare, verify, and distribute country-specific project documentation.
- Attend customer meetings and teleconferences as needed.
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Requirements
Technical Skills
- Proficiency in Microsoft Suite (Excel, Word, Outlook).
- Good working knowledge of computers, internet, intranet, and Microsoft Teams.
- Thorough understanding of Aviation and Airline networks.
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Soft Skills & Work Style
- Excellent communication skills with the ability to influence others.
- Strong problem-solving and prioritisation skills.
- Team player mentality with the confidence to work independently.
- Flexibility to accommodate shift patterns, including weekend coverage.
About Marken
Part of UPS Healthcare, Marken is a wholly-owned subsidiary of UPS, delivering state-of-the-art GMP-compliant depot networks and logistics for:
- Clinical drug product storage and distribution.
- Cell and gene therapy logistics (clinical to commercial).
- Direct-to-Patient and Home Healthcare services.
- Biological sample shipments and biological kit production.
UPS Commitment
UPS is dedicated to providing a workplace free from discrimination, harassment, and retaliation.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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