Customer Service Associate in Aston Mills, Pennsylvania

Title:

Customer Service Associate

Department/Job Function:

Customer Service

Branch, Depot, or Global Function:

PHL

Reports to:

Customer Service Manager

Line Management Responsibilities:

N/A

Job Purpose:

To provide an enhanced level of customer service and operational support. Customer Relationship Specialist will deal with shipment specifics and other service-related issues.

Main Duties and Responsibilities:

• Monitors shipments throughout the day to ensure they are collected and delivered within agreed time frames.

• Works with customers, both internal and external, with the aim of developing an excellent working relationship.

• Works with patients to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibility.

• Books and processes booking requests within Marken’s internal database, generating and verifying shipping documentation where applicable.

• Liaises with all relevant departments within the Global and Domestic Marken network to ensure all customer requirements are met.

• Coordinates with Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times.

• Updates clinical trial sites into Marken’s internal database (when necessary).

• Responds to incoming requests from external customers and internal offices/agents.

• Prepares, verifies and distributes country specific project documentation.

• Files and archives documents where required.

• Attends and participates in customer meetings when required.

Qualifications:

• Minimum of 2 years of Customer Service experience required experience in pharma industry, clinical trials, logistics or aviation transport preferred.

• Intermediate level experience in Microsoft Office Suite (Excel, Word and Salesforce).

• Fluent in English (ability to read, write and speak).

• Thorough understanding of Aviation/Airline networks.

• Excellent communication skills and ability to influence others.

• Ability to work independently and collaborate with others.

• Attention to detail.

• Flexibility in working hours required; schedules may include overnight and weekend availability.

Working Conditions:

Position is an individual contributor and will work with limited supervision.

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.

Company: UNITED PARCEL SERVICE

Category:

Requisition Number: 4306

Location: Aston Mills,Pennsylvania