What are the responsibilities and job description for the Client Relations Specialist position at Marken?
Description
Marken employees are Moving Our World Forward by Delivering What Matters. Great
benefits, pay and growth potential. Come make your mark at Marken!
About Marken
Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. With Polar
Speed and Marken included, the UPS Healthcare division staffs 128 locations with 5,500
employees worldwide.
Main Purpose :
The Client Relationship Specialist (office based in Inglewood, CA) will provide a consistently
high level of service to our valued 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 customer latest booking times and documentation required. Booking and processing
shipment requests within Marken's internal database and generating and verifying shipping
documentation.
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.
Participate in meetings with the client as deemed necessary to discuss account status and
relevant service issues and concerns.
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.
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
Perform additional duties as assigned.
Required Qualifications :
2 years' experience working in 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
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 :
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
Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical
drug product storage and distribution in 58 locations worldwide, while maintaining the leading
position for Direct-to-Patient and Home Healthcare services, biological sample shipments and
biological kit production. Marken's dedicated 1,900 staff members manage 120,000 drug
product and biological sample shipments every month at all temperature ranges in more than
220 countries. Additional services such as ancillary material sourcing, storage and distribution,
shipment lane verification and qualifications, as well as GDP, regulatory and compliance
consultancy add to Marken's unique position in the pharma and logistics industry.
EEO and VETERAN Employer
