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Client Support Specialist

2 months ago


Durham, North Carolina, United States Marken Full time


Position:

Customer Service Associate

Objective:

To deliver a superior level of 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 ensure timely collection and delivery within established time frames.
  • Engage with customers, both internal and external, daily to foster strong working relationships.
  • Assist patients in meeting collection requirements and keep them informed throughout the process for enhanced visibility.
  • Book and process requests within the internal database, generating and verifying shipping documentation as necessary.
  • Coordinate with relevant departments within the Global and Domestic network to fulfill all customer needs.
  • Collaborate with all Marken offices and Local Service Providers to ensure efficient logistics transfers, meeting desired turnaround times.
  • Input clinical trial sites into the internal database when required.
  • Respond to general inquiries via telephone and email from external customers and internal offices/agents.
  • Prepare, verify, and distribute project documentation specific to each country.
  • Manage filing and archiving as needed.
  • Participate in customer meetings and teleconferences as necessary.
Qualifications:
  • Proficient in Microsoft Office Suite (Excel, Word, and Outlook).
  • Competent with computer systems.
  • Comprehensive understanding of Aviation/Airline networks.
  • Exceptional communication skills with the ability to influence others.
  • Strong problem-solving and prioritization abilities are essential.
  • Flexibility in working hours is required, including potential weekend coverage in Customer Services.
About Marken:

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

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