Title: Customer Service Associate

Job Purpose: To provide an enhanced level of customer service and operational support. Customer Service Associate 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 (where 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.

Qualifications:

• 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 Outlook).
• Fluent in English (ability to read, write and speak).
• 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.