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Customer Service Agent
Location: Marken UPS – IQVIA Building, The Alba Centre, The Alba Campus, Livingston, EH54 7EG
About the Role
Join a Fortune Global 500 organisation and drive innovation within a dynamic team. We’re looking for a Customer Service Agent to provide exceptional operational support and resolve shipment-related issues effectively.
Our purpose:
- Ensure shipments are collected and delivered within agreed timeframes.
- Deliver world-class customer interaction, both internal and external, built on trust and transparency.
- Streamline procedures across Marken offices and logistics partners to maximise efficiency.
Responsibilities
Core Duties:
- Monitor all shipments daily to meet agreed delivery deadlines.
- Collaborate with:
- Customers (internal and external) to foster long-term partnerships.
- Patients to maintain visibility and meet collection requirements.
- Book and process requests in the Marken internal database, including generating and verifying shipping documentation.
- Coordinate with global and domestic Marken networks to fulfil customer needs efficiently.
- Ensure smooth logistics transfers with all Marken offices and service providers to meet targets.
- Enter clinical trial sites into the Marken internal system.
- Handle all email and telephone enquiries from clients and internal colleagues.
- Prepare, verify, and distribute country-specific project documentation.
- Attend customer meetings and participate in required teleconferences.
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Requirements
Essential:
✅ Strong proficiency in Microsoft Suite (Excel, Word, Outlook). ✅ Excellent knowledge of computers, intranets, and Microsoft Teams. ✅ In-depth understanding of aviation and airline networks. ✅ Exceptional communication and problem-solving skills. ✅ Ability to prioritise tasks efficiently under pressure. ✅ Self-motivated with a team player mentality. ✅ Flexibility to work variable hours, including weekends when required.
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About Marken
Marken is one of the world-leading wholly-owned divisions of UPS Healthcare. Our mission includes:
- Managing a GMP compliant depot and logistics network for storing and distributing clinical drug products globally.
- Supporting cutting-edge cell and gene therapy logistics, from clinical to commercial phases.
- Leading Direct-to-Patient and Home Healthcare services.
- Handling biological sample shipments and production.
Employee Type: Permanent
UPS's Commitment UPS strives to create a workplace free of discrimination, harassment, and bullying. We are dedicated to fostering an inclusive environment where everyone can thrive.
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