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Job Description:

GBS Healthcare Recovery Advocate with Italian

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)

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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