UPS
DURHAM, North Carolina
Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
Together, we are Marken, UPS Healthcare Precision Logistics. As the clinical and advanced therapy part of UPS Healthcare, we reach patients faster, with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio, including Polar Speed's in-network pharmacies, we are optimally positioned to keep our clients competitive in an increasingly complex market.
The Client Relationship Manager will 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.
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.
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
UPS is an equal opportunity employer. UPS does not discriminate on the basis of
race/color/religion/sex/national
origin/veteran/disability/age/sexual
orientation/gender identity or any other characteristic protected by law.
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.