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Customer Service Coordinator


This is a Full-time position in Los Angeles, CA posted July 20, 2021.

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.

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 1,691 staff members manage 110,000 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.

Must Be Eligible To Work Morning/ Evenings & Weekends

Job Duties:
To monitor all shipments on a daily basis to ensure that shipments are collected and delivered within agreed time frames.

Working with customers, internal & external, on daily basis with the aim of developing an excellent working relationship.

Working with patients to ensure that collection requirements are met and that they are kept informed at all times during the process to ensure visibility.

Booking and processing booking requests within Marken’s internal database, generating and verifying shipping documentation where applicable.

Liaise with all relevant departments within the Global and Domestic Marken network to ensure that all customer requirements are met.

Working all Marken offices and Local Service Providers to ensure the Logistics transfer is handled efficiently thus meeting desired turnaround times.

Entering clinical trial sites into Marken’s internal database (where necessary).

Answering and dealing with all patient, Investigator and general telephone and e-mail requests from external customers and internal offices/agents.

Preparing, verifying and distributing country specific project documentation.

Filing and archiving where required.

Attending customer meetings and teleconferences, when required.

Required Skills and Qualifications:
Microsoft Suite (Excel and Word) Knowledgeable with computers Thorough understanding of Aviation/Airline Networks Excellent communication skills with the ability to influence others Excellent problem solving and prioritization skills essential Flexibility in working hours required.

Weekend coverage required in Customer Services in some cases

EEO and VETERAN Employer