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Customer Care Representative

2 months ago

Durham, North Carolina, United States Marken Full time


Position:

Customer Service Associate

Objective:

To deliver superior customer service and operational assistance. The Customer Service Associate will address shipment-specific inquiries and other service-related matters.

Key Responsibilities:
  • Monitor daily shipments to guarantee timely collection and delivery.
  • Engage with customers, both internal and external, to foster strong working relationships.
  • Assist patients in meeting collection requirements and keep them informed throughout the process for transparency.
  • Process booking requests in Marken's internal system, generating and verifying necessary shipping documents.
  • Coordinate with relevant departments within the Global and Domestic Marken network to fulfill customer needs.
  • Collaborate with Marken offices and Local Service Providers to ensure efficient logistics transfers and meet turnaround expectations.
  • Input clinical trial sites into Marken's internal database as needed.
  • Respond to general inquiries via phone and email from external customers and internal teams.
  • Prepare, verify, and distribute project documentation specific to each country.
  • Manage filing and archiving as required.
  • Participate in customer meetings and teleconferences when necessary.
Qualifications:
  • Proficient in Microsoft Office Suite (Excel, Word, Outlook).
  • Competent with computer systems.
  • Comprehensive understanding of Aviation/Airline networks.
  • Strong communication skills with the ability to influence others.
  • Exceptional problem-solving and prioritization abilities.
  • Willingness to work flexible hours, including weekends in some cases.
About Marken:

Marken, a wholly owned subsidiary of UPS, plays a vital role in UPS Healthcare. The company provides a cutting-edge GMP-compliant depot network and logistics hubs for the storage and distribution of clinical drug products globally. Marken supports logistics services for cell and gene therapy from clinical to commercial stages, maintaining a leading position in Direct-to-Patient and Home Healthcare services, biological sample shipments, and biological kit production.

Our Mission:

Moving Our World Forward by Delivering What Matters.

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