Client Relationship Coordinator

Title:

Client Relationship Coordinator

Job Purpose:

The main role of the Client Relationship Coordinator is to provide an enhanced level of customer services and operational support Marken key account clients by working towards developing a partnership between Marken and the Customers by gaining an understanding of the Customer’s specific industry and the Logistical needs. The Client Relationship Coordinator will ensure all shipments and new projects are efficiently setup, coordinated and executed to ensure timely delivery to local clients and international clients. 

Main Duties and Responsibilities:

1. To provide an enhanced level of customer services and operational support to Marken clients by setting up, executing and monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames.
2. To advise customers on daily basis of any services related issues (Customs detentions, eta flights/trucks).
3. Working with customers on daily basis with the aim of developing an excellent working relationship. Booking shipment with use of Marken booking system.
4. Analysis of repetitive operational problems and development of possible service solutions.
5. Advise customer latest booking times and documentation required.
6. Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales.
7. Supplying customers with Marken Service information.
8. Potential customer information to be given to the Sales department.
9. Ensure that all distribution of pharmaceutical products is handles in compliance with cGDP, State, and Federal regulatory guideline including; DOT, FDA, TSA, CBP.
10. Manage operational cost such as; proper packaging use and placement, domestic & international freight routing so that they are in accordance to quoted rates and/or client service agreements and rates are in place and honored.
11. Maintain a high level of performance staff with emphasis on quality, productivity, efficiency, and on time delivery for all clients according to Marken Global Quality Standard, SOPs, and regulatory guidelines.
12. Perform investigations in areas of non-conformance and implementation of appropriate actions to prevent recurrence thru Corrective and Preventive Actions.
13. Streamlined the implementation/logistics operations process to improve output, through cross-training between Customer Service and Operations personnel.
14. Assist in the identification, growth, and expansion of Marken’s Logistics business opportunities.
15. Meet KPIs, budget and continuous improvement goals to achieve the results that is expected according to Marken’s client contracts, SOPs and operating work Instructions.

Requirements:

• Associate degree level in Logistics, Supply chain, International Commerce, Business, or Finance
• Proficiency in Microsoft Office applications (in particular Excel, Word, Outlook)
• Good command of English
• Ability to work independently & under pressure in a fast-paced and dynamic environment
• Strong team, and individual management skills
• A minimum of 3-7 years of experience in a clinical trials supplies, supply chain, logistics freight forwarding, Cold Chain and/or Pharma.

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.

Moving Our World Forward by Delivering What Matters.