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Customer Service Associate
Customer Service Associate – Marken (Healthcare Precision Logistics)
Location: Alexandra House, 21 Clifton Hall Road, Edinburgh, EH28 8PW Employees: 20,000+ Fortune Global 500 Organization Department: Marken UPS (UPS Healthcare Precision Logistics) Work Schedule: Monday to Friday – 40 hours/week, including weekends, bank holidays, and shifts as required Employee Type: Permanent
About Marken & UPS
At Marken, part of UPS Healthcare Precision Logistics, we specialise in healthcare logistics and secure global shipping—critical for clinical trials, advanced therapies, and complex healthcare solutions. We’re shaping the future of life sciences with innovation, reliability, and a client-centric approach.
Your impact:
- Swing shifts, bank holidays & weekends? We offer flexible, rewarding schedules.
- Pioneering health tech? You’ll work with a team designing solutions for tomorrow’s clinical landscapes.
- Unparalleled support: A culture that nurtures talent and results-drivers.
Job Summary
As a Customer Service Associate, you’ll be the backbone of exceptional service and operational efficiency. Your role involves:
- Resolving shipment-specific and service escalations.
- Collaborating with internal/external teams to optimise workflows.
- Helping clinical logistics ambitions advance through flawless communication and precision documentation.
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Key Responsibilities
Brace yourself for variety and responsibility:
-
Booking & database management:
- Processing booking requests via internal Marken databases.
- Generating and verifying critical shipping documentation, including clinical shipment paperwork.
-
Shipment lifecycle oversight:
- Daily tracking of all shipments to ensure meticulous adherence to SLAs and deadlines.
- Proactive updates to shippers on collection/status.
-
Customer/stakeholder engagement:
- Building long-term relationships with internal teams and external clients.
- Active collaboration with international network partners (domestic & Global Marken).
- Medicare and teleconference participation for client-facing escalations.
-
Documentation and support:
- Enrolling clinical trial sites in Marken’s system.
- Handling internal/external enquiries via mail, phone, and email.
- Covering:
- Quality control of country-specific project documentation.
- Troubleshooting aviation & airline network gaps (commercial/logistic expertise valued).
- Proactively managing flexible logistical solutions across LSPs (Local Service Providers).
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Skills & Qualifications
Essential Criteria:
✅ High-school diploma/GED or international equivalent. ✅ Bilingual fluency: English & Czech (written + spoken).
Technical Competencies:
📊 Familiarity with: Microsoft Office Suite (Word, Excel, Access, Outlook). 🌐 Basic/Intermediate working knowledge of aviation/airline logistics infrastructure.
Attitude & Workstyle:
🧠 Crisis-proof: Strong problem-solving, clarity in priorities. 🤝 Team-driven with self-initiating streaks. ⏰ Flexibility is non-negotiable (rotating shifts/surcharge hours common).
Why Join?
🚀 Salary: Payscale commensurate with experience. ⚡ Learning: Opportunities backed by UPS’ reputation for global precision shipping. 🔄 Culture: A Discrimination-free, inclusive environment where growth matters. 🤗 Lifestyle & work-life: Competitive benefits, reward mechanisms, and a challenge that pushes you further—because we’re tomorrow’s innovators today.
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