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**Descrição do cargo**:
Marken, UPS Healthcare Precision Logistics (formerly Marken, MNX & Polar Speed), the clinical and advanced therapy subsidiary of UPS Healthcare, unites expertise across healthcare and complex secure logistics to drive the success of our clients through innovation.
**Job Summary**
The **KAOE team** offers comprehensive support and collaboration to Key Account clients, with a focus on operational analysis, detailed investigation reports, regular client communication, and continual process improvement.
This team is responsible for managing incidental issues that may arise throughout the client lifecycle, ensuring prompt and effective resolution while promoting ongoing enhancements to increase client satisfaction and retention.
By leveraging the capabilities of each streamline, the KAOE team addresses client concerns, applies long-term solutions, and works to maintain consistent client experience.
The three streamlines have specific functions related to operational investigation standards and compliance for Key Accounts.
The Writer conducts operational technical investigations, the Lead is responsible for client liaison and operational compliance, and the Improvement Specialist focuses on process optimization and data analytics.




These roles have distinct responsibilities and skill requirements but operate collaboratively to support consistent operations and enhance client satisfaction.
**Responsibilities**:
- Conducts complex or atypical analyses as requested to support evaluation and planning.
- Improves and creates systems, methods and tools for conducting analysis.
- Identifies emerging trends in analysis for work methods, processes or flows.
- Determines criteria for analysing work, processes or workflow for tracking/reporting purposes.
- Contributes to technology solutions for customer implementation.
- Keeps abreast of technologies that will improve internal and external processes to improve productivity.
- Provides district sales operations with technology solutions support.
- Reviews auditing of districts' sales processes and procedures to ensure compliance.
- Assists with completion of Business Process Reviews for corporate, region and district levels.
- Addresses and resolves issues affecting information systems reporting.
- Seeks innovative methods to minimize report generation.
- Optimizes existing report formats for best results.
- Works closely with the Region Sales Support Specialist on report consolidation.
- Updates weekly activity reports to ensure accurate documentation of account volume and revenue.
- Attends department meetings to support internal communication and provide updates on projects.
- Prepares written information to Sales staff to inform them of district, regional,



and corporate initiatives.
- Possesses advanced skills in Microsoft Access, Excel, PowerPoint, Word, Outlook, Internet, and SharePoint.
**KAOE Investigation Writer**:
- Ensures every operational investigation report is clear, accurate, and fully documented.
- Conduct investigations for Key Account deviations, ensuring accuracy and completeness.
Document all findings clearly and promptly in investigation reports.
- Perform effectiveness checks for Key Account deviations.
- Ensure compliance with client requirements (QTA, COP) and internal standards.
- Maintain accurate data and documentation for investigations.
**KAOE Investigation Lead**:
- Acts as the single, accountable point of contact for clients on all GxP matters and contributes to strong business relationship.
- Act as the single point of contact for Key Account clients on all GxP matters.
- Attend regular client meetings (weekly, biweekly, monthly, business reviews).
- Review investigations for compliance and completeness.
- Ensure CAPAs (Corrective and Preventive Actions) are completed on time, with evidence documented.
- Maintain and update investigation dashboards for clients.
- Track and communicate process improvements, including updates to SOPs and client documentation.
- Build and maintain strong client relationships.
**KAOE Improvement Specialist**:
- Drives continuous improvement by analysing trends and recurring issues.
- Monitor internal trends and identify recurring investigations.
- Analyze data and KPIs to support continuous improvement.
- Support identification and implementation of robust CAPA tasks to prevent repeat issues.
- Design and enhance databases and reporting tools for investigation analysis.
- Lead project

📌 Key Account Operational Excellence Associate (Xico)
🏢 Ups
📍 Xico