Jobs at UPS

 Main Purpose: 

The Alliance Management Director is responsible for the leadership and governance of key customer accounts, multi-functional relationships within MARKEN. Collaborates with global management teams to develop relationship and implement strategic initiatives, expand partnership, strengthen overall relationship and ensure global consistency. Responsible at program level for compliance with agreed- upon SLA’s, KPI’s, quality and value standards through continuous oversight and global consistency. 

Main Duties and Responsibilities 

• Create and manage key customer relationships and alliances with assigned customer; build networks with necessary stakeholders internally and externally. 
• Provide leadership representation in partnership visibility forums (e.g., Joint Operations Teams, Business Review meetings) and act as a link to broader account management supporting other functions within MARKEN. 
• Collaborate in the development of account management strategies and provide oversight of their implementation within assigned account(s)  
• Work with MARKEN operational leaders and customer stakeholders to develop, implement and track key performance indicators (KPIs) and develop timelines and processes for tracking KPIs on an account/portfolio level. 
• Provide oversight and/or act as an Account Owner for a customer alliance, by partnering with other MARKEN functional leads to develop and implement process improvements, to ensure consistency, provide oversight of portfolio level quality and financial metrics, etc. 
• Partner with Functional Leads to provide guidance relative to operational account management with respect to operational delivery management and operational business management  
• Act as the key relationship manager to assigned client contacts to ensure appropriate communication channels are maintained as well as recommend courses of action regarding client management issues. 
• Collaborate with other MARKEN Alliance Managers, BD personnel and customer managers to present a uniform service focus to the customer. 
• Lead internal escalation meetings to ensure quick response to any quality concerns or customer escalations, ensuring appropriate representatives from stakeholders and operational management are involved as appropriate. 
•  
• Leads global departmental initiatives for MARKEN focused on enhancing customer delivery, creating new offerings, developing new systems or tools to enhance oversight, etc. 

Requirements: 

• Bachelor's degree or educational equivalent in health science or directly related field 
• 8+ years clinical research experience in a Contract Research Organization, Contract Manufacturing Organization or Pharmaceutical company 
• Demonstrated knowledge of applicable global, regional and local regulatory requirements, i.e. GxP, drug law, ICH guidelines, Standard Operating Procedures 
• Comprehensive knowledge of customer contracting models 
• Comprehensive knowledge of governance structures  
• Excellent customer management and account service skills with the ability to quickly establish and build/maintain relationships  
• Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared responsibilities 
• Excellent communication, interpersonal, and presentation skills 
• Autonomous independent decision-making; problem solving and judgment skills 
• Demonstrated ability to deliver results with appropriate quality and timeline metrics 
• Strong prioritization, planning and organizational skills 
• Strong software and computer skills, including MS Office applications 
• Proven ability to professionally network; present and lead at meetings/ teleconferences 
• Strong problem-solving and decision-making skills utilizing solutions driven approach

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Main Purpose:

In this role, the candidate will provide an enhanced level of customer support and operational support for movement of any cell and gene shipment through our Marken’s network and that of our parent company, UPS. Taking an active role in the ongoing development of operational ability in cell & gene therapy logistics, to ensure the highest levels of customer service, commerciality, quality & satisfaction. This will include booking critical shipments, working with our global branches to facilitate these movements, tracking through our GPS technology, and proactively acting to avoid delays and risks. Logistics Coordinators will provide a superior level of monitoring for these lifesaving therapies

Main Duties and Responsibilities

• Reporting to the Control Tower Manager, this person will be responsible for successfully supporting the daily operations as it relates to cell and gene shipments. This will include the daily co-ordination with various branches and close monitoring of our Maestro system.
• Develop excellent working relationships with internal departments – Project Management, Operations, Customer Relationship Managers and the Customer Services Team and Overseas Marken offices/agents.
• Book shipments in Maestro against client specifications and pre-defined lane mapping. Prealert Branches and LSPs to the collection and delivery instructions. Review customer bookings in Maestro.
• Update Maestro milestones and chase any milestones not added as agreed.
• Review Client Operating Procedures and manage all paperwork or checklists associated with cell and gene shipments.
• Ensure documentation is accurate, complete and attached to Maestro as defined in COPs and SOPs.
• Monitor GPS tracking on all CGT shipments as well as daily dashboards.
• Monitor weather, civil unrest, strikes, or anything that would perhaps delay a shipment.
• Provide clear and accurate information regarding the handling of the shipments, especially when shipments are delayed.
• Post flight and trace investigations to improve service.
• Provide support and assistance when dealing with special requirements and inform the Customer Services Group / Project Management team accordingly.
• Produce daily reports, which detail any transport issues within the Marken network
• Monitoring LSPs carrying out a job. This may include calling ahead, sending dispatch instructions, training and multiple follow ups to ensure 100% accuracy.
• Ensure All POD’s are recorded within Maestro within the correct agreed timeframes.
• Monitor and analyze repetitive operational issues to develop solutions and lessons learned.
• Please note the duties above are not meant to be all inclusive or exhaustive*

General

• Monitor, track and trace current C&G shipments.
• Investigate and prevent delays.

Work with:

• Customer Services
• Import Operations
• Export Operations
• Marken Offices and Overseas Agents
• Project Management
• Client
• Management
• Assist in performing Investigations for Quality Issues in cooperation with the respective Department Supervisor and/or Line Manager.
• Always adhere to all MARKEN Policies and SOPs.
• Partake in all training sessions set forth by MARKEN.
• Actively participate in scheduled meetings to discuss services & operational performance and concerns.
• Undertake any other reasonable duties at the request of the Line Manager or Branch Manager.