Title:
Customer Service Coordinator
Job Purpose:
To provide a consistently high level of management to direct to patient services, To act as a dedicated central point of contact for Service Management and problem resolution.
Main Duties and Responsibilities
- Obtaining DTP certification per SOP.
- Acting as main point of contact for the client for all questions related to the DTP project.
- Liaising between internal departments and external parties to ensure all DTP activities for a specific project are compliant with any relevant internal and external regulations.
- Filing all project relevant setup and training documents in the project specific folder on the relevant shared drive.
- Coordinating DTP projects locally at Branch level with sites, patients and third parties.
- Ensuring that Marken DTP procedures and DTP Privacy Policy are followed on operational level.
- Ensuring the accuracy, quality and completeness of all DTP relevant shipment records and documents.
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Ensuring that the relevant procedures for DTP records management are followed at local level.
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Coordinating the required training activities for local branch personnel as well as training of Local Service Providers (LSPs) that fall under the responsibility of the branch.
General
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Performance reporting – Extracting data from Maestro
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Communication via Telephone, Teams and E-mail.
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To adhere to all company Policies at all times.
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To undertake any other reasonable duties at the request of the Line Manager or General Manager.
Requirements:
- Skilled using Microsoft Suite (Excel and Word) and knowledgeable with computers
- Experience working with key decision makers
- Excellent communication skills, team work and 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.
