Customer Service & Logistics Project Manager

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.

The Role:

We are seeking an Enterprise Account Associate (Customer Service & Logistics Project Manager) to provide a consistently high level of support to the Australian Customer Services Group ensuring excellence across Australia and the APAC Region. Manage the Customer Services Function.

What you'll do

Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery.

Manage all Customer Relationship Manager and the Customer Services Agents.

Develop excellent working relationships with Customer, Account Management team and Operational Functions, in order to influence the achievement and maintenance of service performance.

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.

Managing Key Accounts.

Analysis of Services and development of possible service solutions.

Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.

Working with Customer logistics teams/departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.

Attend meetings with the client on a periodical basis, to discuss program status and relevant service issues and concerns.





Reporting of Quality related activities to the Customer Service Manager and/or Branch Manager.

Works closely with our Business Development team to ensure proper support and/or guidance for clients to ensure all critical information is gathered at the onset of the award.

Will be responsible for providing the applicable branches forecasting on volumes and dates of operations. This will include working with the Branch to ensure proper packaging is in place and to ensure all eyes are on the initial shipments, special requests or spikes in volume.

Will work with the General Manager to assign key personnel in Branch to develop clear communication plans with appropriate contact lists. Primary and escalation points should clearly be identified to the client.

Will communicate heavily with the client during the implementation period, give regular updates on activities and shipments statuses while ensuring they are comfortable with the process throughout each step. This may include managing standing meetings with all parties and regions involved.

What you'll bring

5-year background and work experience in Customer Service

Excellent interpersonal skills and a collaborative management style.

Budget development and oversight experience

Commercially aware

Excellent computer skills and proficient in excel, word, outlook, and access

Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

A demonstrated commitment to high professional ethical standards and a diverse workplace

Excels at operating in a fast pace, community environment

Excellent people manager, open to direction and + Collaborative work style and commitment to get the job done

Ability to challenge and debate issues of importance to the organization.

Ability to look at situations from several points of view

Working within a busy workplace

You'll work in a specialised, global logistics environment supporting critical clinical trials, with opportunities to collaborate internationally and build expertise in cold chain.

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📌 Customer Service & Logistics Project Manager (Brim)
🏢 Marken
📍 Brim