Title:
Customer Service Associate
Job Purpose:
To provide an enhanced level of customer services and operational support. The Customer Service Associate will deal with shipment specific and other service-related issues.
Main Duties and Responsibilities:
- Monitor all shipments on a daily basis to ensure that shipments are collected and delivered within agreed time frames.
- Work with customers on daily basis with the aim of developing an excellent working relationship.
- Work with patients to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibility.
- Book and process booking requests within Marken’s internal database, generating and verifying shipping documentation where applicable.
- Liaise with all relevant departments within the Global and Domestic Marken network to ensure that all customer requirements are met.
- Coordinate with Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times.
- Update clinical trial site information into Marken’s internal database (where necessary).
- Respond to incoming telephone and e-mail requests from external customers and internal offices/agents.
- Prepare, verify and distribute country specific project documentation.
- File and archive documents where required.
- Attending customer meetings and teleconferences, when required.
Requirements:
- Minimum 2 years of Customer Service experience required, experience in pharma industry, clinical trials, logistics or aviation transport preferred
- Intermediate level experience in Microsoft Suite (Excel, Word and Outlook) required
- Thorough understanding of Aviation/Airline networks
- Excellent communication skills and ability to influence others
- Ability to speak, read, write in English
- Ability to work independently and collaborate with others
- Excellent problem solving and prioritization skills essential
- Flexibility in working hours required. Weekend coverage required in Customer Services as needed to support the operation
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.
