Customer Support Specialist

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Job Description:

Marken, UPS Healthcare Precision Logistics (formerly Marken, MNX & Polar Speed), the clinical and advanced therapy subsidiary of UPS Healthcare, unites expertise across healthcare and complex secure logistics to drive the success of our clients through innovation.

The Customer Support Specialist will 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 Responsibilities:

• Develop 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 customers of 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.
• To 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 Qualifications:

• 2+ years’ experience managing a Customer Service function and ability to lead with excellent teamwork skills
• Experience within the Courier or Freight Industry
• Excellent written and verbal communication skills
• Strong ability to work well with key decision makers
• Ability to influence others to ensure business targets are met
• Able to translate your skills to other employees through training and mentoring
• Excellent problem solving and prioritization skills essential
• Strong Microsoft Word and Excel expertise and PC literacy
• Flexibility in working hours required and ability to provide Weekend coverage as needed for shift work required in Customer Services

Desired Qualifications:

• Bachelor’s degree in a related field or equivalent experience
• Understanding of Central Lab and Clinical Trial supplies industry desired
• Logistical Track & Trace experience
• International Logistics knowledge
• Complete and thorough understanding of Aviation/Airline Networks
• Knowledgeable in International Trade
• Strong Project Management expertise

EEO and VETERAN Employer

• Compensation Grade 10C

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $21.45 to $34.85. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. Hired applicants may be eligible for Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

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.