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Job description
UPS Healthcare Precision LogisticsTogether, we are Marken, UPS Healthcare Precision Logistics. As the clinical and advanced therapy part of UPS Healthcare, we reach patients faster, with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio, including Polar Speed's in-network pharmacies, we are optimally positioned to keep our clients competitive in an increasingly complex market.Job DescriptionThe main purpose is to provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.Main Duties and ResponsibilitiesDevelop excellent working relationships and communicate courteously with the customer to influence the achievement and maintenance of service performance and encourage new business with existing clients.Advise customer latest booking times and documentation required. Booking and processing shipment requests within Marken's internal database and generating and verifying shipping documentation.Manage and mentor any Customer Service agent direct reports ensuring compliance within day-to-day activities.Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network Guidelines, policies and procedures.Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director.Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.Attend meetings with the client as deemed necessary to discuss account status and relevant service issues and concerns.To be commercially aware, dealing with internal and external customers to increase business profitability.Additional ResponsibilitiesTo ensure a good level of understanding and knowledge of the Marken organization, products and services, ensuring that customer queries can be dealt with accurately and appropriately.To build and maintain strong relationships with all internal departments and work as part of a team.Contributing to development and implementation of global and regional regulatory functions for clinical trial supplies.The ability to evaluate and understand the process for the distribution of Clinical Trial Supplies from the approval to ship process to final delivery.Proactively track and trace shipments, monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames delegating as and monitoring activity as necessary.Identify weak shipping routes in terms of service expectation and profitability.Serve as Presto Champion for Branch (if applicable).Perform additional duties as assigned.Required Qualifications2+ years' experience managing a Customer Service function and ability to lead with excellent teamwork skillsExperience within the Courier or Freight IndustryExcellent written and verbal communication skillsStrong ability to work well with key decision makersAbility to influence others to ensure business targets are metAble to translate your skills to other employees through training and mentoringExcellent problem solving and prioritization skills essentialStrong Microsoft Word and Excel expertise and PC literacyFlexibility in working hours required and ability to provide Weekend coverage as needed for shift work required in Customer ServicesDesired QualificationsBachelor's degree in a related field or equivalent experienceUnderstanding of Central Lab and Clinical Trial supplies industry desiredLogistical Track & Trace experienceInternational Logistics knowledgeComplete and thorough understanding of Aviation/Airline NetworksKnowledgeable in International TradeStrong Project Management expertiseEmployee Type: PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation. UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.Basic Qualifications: Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
Worksite address
durham, NC, 27701, US
Who can apply
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