EntryFull TimeEN
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Job Description:
GBS Healthcare Recovery Advocates (HRA) are mainly responsible for customer shipment monitoring, recovery, & escalations. They also serve as the direct communication channel for both Premier customers and Operations to design a resolution that will tailor fit the customer’s needs for a timely delivery of shipment(s) in the appropriate cold chain condition. The Premier service utilizes technology enabled Operations and package sensors to track lifesaving medical, lab, and critical healthcare shipments.
Responsibilities and Duties
Execute Premier Recovery Support processes using UPS Proactive Monitoring Application (UPMA) and other internal UPS systems like ISPS, IDIS, IRIS, CEC, Express Critical website, and Transportation Management Systems.
Communicate and Collaborate with our Operations Partners, Industrial Engineering, and Sales Representative for the successful handling of European, US, and International Premier shippers.
Leverage the support of the Healthcare Command Center (additional layer of Operational support for Premier)
Generate Express Critical orders to schedule same day deliveries.
Add exception scans into UPMA to communicate with Operations.
Follow Special Handling Instructions in the customer’s Standard Operating Procedure document to initiate approved Premier recovery solutions.
Coordinate with the operations to initiate the recovery solutions to the customers such as:
refrigerating or replenishing dry ice for temperature sensitive shipments,
attempting a same-day delivery via Express Critical,
upgrading delayed critical shipments to the next flight out,
re-routing the shipment to an alternate address,
returning a shipment to the shipper before the first delivery attempt,
holding a shipment for pickup by the receiver.
Knowledge and Skills
Education: Preferably bachelor’s degree.
Must demonstrate excellent Italian and English knowledge – reading, speaking, and writing.
Strong and efficient typing skills with proper grammar.
Rotating working time in two shifts: 8 AM to 4 PM and 10 AM to 6 PM CET.
Must demonstrate team player actions and attitude.
Must be comfortable working under stress.
Skills, Knowledge, & Abilities:
Must be able to demonstrate oral, written, presentation, and analytical skills.
Ability to multi-task and meet critical deadlines.
Ability to understand and execute policies and procedures.
At least 6 months employment track at current position in UPS (for internal candidates only).
Employee Type:
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
