Main Purpose: 

The main purpose is to 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 customer 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