Direct to Patient Coordinator

Ups; Ciudad de México; Presencial; MXN 30,000 - 45,000; Jornada completa

Descripción de la vacante

A logistics company in Ciudad de México seeks a Customer Service Representative to provide operational support and enhance customer satisfaction. The successful candidate will manage bookings, monitor shipments, and ensure effective communication between departments. Applicants should have at least two years of customer service experience, preferably in the pharma industry, and be fluent in English. Flexibility in working hours is necessary, and strong problem-solving skills are essential.

Formación

• Minimum 2 years of customer service experience; preference for pharma, clinical trials, logistics, or aviation.
• Fluent in English; strong communication and influencing skills.
• Ability to work independently and collaboratively, with attention to detail.

Responsabilidades

• Book and process customer booking requests.
• Monitor shipments to ensure timely delivery.
• Liaise with departments to meet customer requirements.
• Respond to incoming requests from customers and internal agents.

Conocimientos

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Flexibility

Herramientas

Microsoft Suite

Descripción del empleo

Job Purpose

To provide an enhanced level of customer service within our Direct to Patient (DTP) business and provide operational support. Promote constant communication between the different departments/agents/offices to comply with the services as per the highest quality standards.

Main Duties and Responsibilities

• Book and process booking requests within Marken’s internal database, generate and verify shipping documentation where applicable.
• Promote constant communication between the different departments/agents/offices to comply with the services as per the highest quality standards.
• Monitor shipments on daily basis to ensure that shipments are collected and delivered within agreed time frames.
• Work with customers, both internal and external, on daily basis with the aim of developing an excellent working relationship.
• Work with patients to ensure that collection requirements are met and that they are kept always informed during the process to ensure visibility.
• Liaise with all relevant departments within Marken’s global and domestic network to ensure all customer requirements are met.
• Coordinate with Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times.
• Enter clinical trial sites into Marken’s internal database as needed.
• Respond to incoming requests from external customers and internal offices/agents.
• Prepare, verify, and distribute country specific project documentation.
• File and archive documents as required.
• Attend customer meetings as required.
• Adhere to all procedures, work instructions and regulatory requirements in performing the job.

Experience and Educational Requirements

• Minimum 2 years of Customer Service experience required; experience in pharma industry, clinical trials, logistics, or aviation transport preferred.
• Intermediate level experience in Microsoft Suite (Excel, Word and Outlook).
• Fluent in English (ability to read, speak, write).
• Excellent communication skills and ability to influence others.
• Ability to work independently and collaborate with others.
• Attention to detail.
• Excellent problem solving and prioritization skills essential.
• Flexibility in working hours required. Weekend coverage may be required.

Working Conditions

Position is an individual contributor but must also be comfortable working collaboratively and with limited supervision.

Physical Requirements

Position is an office environment with sitting and standing for periods of time. Lifting is restricted to < 20 lbs.

Employee Type

Permanent

EEO Statement

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.