Title:
Customer Service Supervisor
Job Purpose:
To provide an enhanced level of customer services and operational support. Customer Services supervisor will deal with Customers Services team training, holidays, sickness & overtime records, overseeing daily operations are completed in timely manner & according to companies’ standards, providing support for team members, attending management meetings, meetings with clients if required, assisting auditors.
Main Duties and Responsibilities:
- To monitor all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames.
- To advise customers on daily basis of any services related issues (Customs detentions, eta flights/trucks).
- Working with customers on daily basis with the aim of developing an excellent working relationship.
- Analysis of repetitive operational problems and development of possible service solutions.
- Advise customer latest booking times and documentation required.
- Booking shipment with use of Marken booking system.
- Supporting other departments within Marken – Customer Relationship Management/Transport/Operations and Sales
- Supplying customers with Marken Service information,
- Potential customer information to be given to the Sales department
- Keeping Customer services team holiday, sickness, overtime records
- Arranging Customers Services shift Roster
- Attending management meetings weekly
- Attending meetings with customers if required
- Assisting auditors if required
- Training Customers services staff
- Overseeing daily Customer Services operations and monitoring level of service provided for Direct to Patient (DTP).
Requirements:
- High school degree or equivalent and two years of customer service experience
- Skilled using Microsoft Suite (Excel and Word) and knowledgeable with computers
- Experience working with key decision makers
- Experience of courier or freight industry
- Excellent communication skills, great teamwork and the ability to influence others
- Excellent problem solving and prioritization skills essential.
- Flexibility in working hours is required – weekend coverage, ability to handle shift work is required
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.
