GBS Healthcare Recovery Advocate with French

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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 French 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).

Benefits:

• Stable employment based on an employment contract
• Social benefit package (including sport package, life insurance, health care, pension scheme, co-financing of corrective glasses, additional social benefits)
• Wellbeing program - access to a platform of emotional support and coaching for our employees and their families
• Access to a training platform enabling the development of various competences
• Full training and support of the team after the implementation period
• Equipment for work
• Gaining valuable professional experience in an international environment
• Using foreign language in daily business contacts
• Employee referral program
• Possibility to get involved and develop your passions by participating in employee committees (charity initiatives, sports committee, employee newsletter, etc.)

Before proceeding with the recruitment process, please familiarize yourself with the procedure at the following link: https://ups.pagetiger.com/bdpxpfu

Employee Type:

Permanent

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