Customer Service Associate

Overview

Job Title: Customer Service Associate

Location: Andheri East, Mumbai, Maharashtra
Job Type: Full-Time
Shift: Weekend availability required

Job Purpose:

The Customer Service Associate will provide an enhanced level of customer service and operational support. This role involves handling shipment-specific and other service-related issues to ensure smooth logistics operations.

Key Responsibilities:

• Monitor shipments daily to ensure timely collection and delivery.

• Work with internal and external customers to build strong relationships.

• Communicate with patients to ensure collection requirements are met and provide shipment visibility.

• Book and process requests within Marken’s internal database, generating and verifying shipping documentation.

• Coordinate with Global and Domestic Marken network to meet customer requirements.

• Work with Marken offices and Local Service Providers to ensure efficient logistics transfers and meet turnaround times.

• Maintain clinical trial site records in Marken’s internal database (if required).

• Handle telephone and email requests from external customers and internal offices/agents.

• Prepare, verify, and distribute country-specific project documentation.

• File and archive documents as needed.

• Attend customer meetings and teleconferences, when required.

Requirements:

• Proficiency in Microsoft Suite (Excel, Word, Outlook).

• Strong computer literacy.

• Understanding of Aviation/Airline networks.

• Excellent communication skills with the ability to influence others.

• Strong problem-solving and prioritization skills.

• Flexibility in working hours is required, including weekend coverage in some cases.

About Marken:

Marken, a wholly owned subsidiary of UPS, is a critical part of UPS Healthcare. Marken offers a GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide. It also supports cell and gene therapy logistics services, from clinical to commercial, while maintaining a leading position in:

• Direct-to-Patient and Home Healthcare services

• Biological sample shipments

• Biological kit production

Moving Our World Forward by Delivering What Matters.

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