Customer Experience Associate| IN|MU |ACC|

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 2100 staff members manage 120,000 drug product and biological sample shipments every month at all temperature ranges in more than 220 countries.




"Embark on a career with PURPOSE - Join Marken"

An opportunity to be on the frontline of healthcare innovation and to help facilitate the shipments and therapies aimed to save human life. This will change the face of medicine as we know it.




Why Join Marken!?
Global Exposure – Being part of a Global Tea & Network and a part of the lifesaving team!
Diversified and Inclusive Work Environment
Personal & Professional Training and Development Programs
Employee Assistance Program
Employee Wellness Programs
Other exciting & attractive benefits and continuous learning programs
Marken is an Equal Opportunity Employer (EEO)



The incumbent will be part of the Asia CC team and shall be responsible for providing 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 and his or her responsibilities shall not be limited to the followings:
Monitoring of 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.



Requirements
At least 2 years of relevant experience with a degree in any relevant discipline.
Excellent communication skills with the ability to influence others.
Microsoft Suite (Excel and Word)
Knowledgeable with computers
Sound knowledge of Aviation/Airline Networks
Excellent problem-solving and prioritization skills are essential.
ONLY IF REQUIRED - Flexibility in shift working hours required. Weekend (Saturday) coverage is required in Customer Services.