What are the responsibilities and job description for the Customer Service Associate position at Marken?
Title: Customer Service Associate
Department/Job Function
Reports to: Customer Service Manager
Job Purpose: To provide an enhanced level of customer service and operational support. Customer Relationship Specialist will deal with shipment specifics and other service-related issues.
Main Duties And Responsibilities
Department/Job Function
Reports to: Customer Service Manager
Job Purpose: To provide an enhanced level of customer service and operational support. Customer Relationship Specialist will deal with shipment specifics and other service-related issues.
Main Duties And Responsibilities
- Monitors shipments throughout the day to ensure they are collected and delivered within agreed time frames.
- Works with customers, both internal and external, with the aim of developing an excellent working relationship.
- Works with patients to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibility.
- Books and processes booking requests within Marken’s internal database, generating and verifying shipping documentation where applicable.
- Liaises with all relevant departments within the Global and Domestic Marken network to ensure all customer requirements are met.
- Coordinates with Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times.
- Updates clinical trial sites into Marken’s internal database (when necessary).
- Responds to incoming requests from external customers and internal offices/agents.
- Prepares, verifies and distributes country specific project documentation.
- Files and archives documents where required.
- Attends and participates in customer meetings when required.
- Minimum of 2 years of Customer Service experience required experience in pharma industry, clinical trials, logistics or aviation transport preferred.
- Intermediate level experience in Microsoft Office Suite (Excel, Word and Salesforce).
- Thorough understanding of Aviation/Airline networks.
- Excellent communication skills and ability to influence others.
- Ability to work independently and collaborate with others.
- Attention to detail.
- Flexibility in working hours required; schedules may include overnight and weekend availability.
