Operations Coordinator

About Marken:

Marken is a wholly owned subsidiary of the UPS Healthcare division. With Polar Speed and Marken included, the division staffs 128 locations with 5,500 employees worldwide. Marken maintains the leading position for Direct to Patient (DTP) and Home Health Care (HHC) services, biological sample shipments and offers a state-of-the-art GMP-compliant depot network and logistic hubs in 56 locations worldwide for clinical trial product storage and distribution. Marken’s dedicate staff members manage 100,000 drug product and biological sample shipments every month at all temperature ranges in more than 220 countries. Marken is currently experiencing exponential growth and it is a great time to join the team with many new positions and opportunities becoming available.

Driven by our passion for patients, Marken’s unique position within the biopharma and life sciences industry is unparalleled. We remain at the forefront of logistics innovation, delivering novel scientific discoveries to patients across the globe. As one trusted partner, we bring your trial from clinical to commercial and beyond, with our unique ever-evolving supply chain solutions portfolio.

The Role:

The Operations Coordinator / Customs Broker is responsible for booking, coordinating, and monitoring the movement of clinical trial supplies and specimens across the Marken/UPS global network.

This role works closely with Marken branches, overseas Project Management teams, and Business Development to support import/export operations while ensuring full compliance with customs and regulatory requirements.

The position also provides customer services support for both import and export shipments, with a strong focus on cold chain and temperature‑sensitive logistics.

Responsibilities:

Operations & Shipment Coordination:

• Monitor inbound and outbound shipments daily to ensure delivery within agreed timelines and service levels.
• Plan, execute, and monitor import and export shipments using the Marken operating system, Maestro.
• Coordinate collections, deliveries, drop‑offs, and recoveries with internal departments, Marken offices, agents, and drivers.
• Notify receiving agents or offices.
• Define optimal routing solutions to dispatch shipments to their final destinations efficiently.

Cold Chain & Clinical Trial Logistics:

• Process temperature‑sensitive shipments in accordance with cold chain transportation requirements and SOPs.
• Prepare, condition, and maintain temperature‑controlled packaging as required.
• Confirm shipment details are correct against manifests
• Ensure shipments are cleared to move to final destinations
• Book Master Air Waybill (MAWB) with the airlines, ensuring details are accurate.

Compliance:

• Ensure compliance with all import and export regulatory and customs requirements.
• Follow Civil Aviation rules and assist with Civil Aviation requirements
• Enter international flight route legs and maintain accurate customs and shipment records.

Systems, Reporting & Communication:

• Update Maestro milestones accurately and send shipment alerts through the system.
• Use the Daily Schedule Report to record and update all airport departures.
• Notify discrepancies or irregularities to the relevant department, agent, or Marken office and update Maestro accordingly.
• Coordinate with Dispatch to manage airline drop‑offs in accordance with SOPs.

General:

• Handle shipment irregularities and exceptions in a timely and proactive manner.
• Complete additional administrative tasks as required to support operations.
• Support with Civil Aviation requirements
• Undertake additional tasks and responsibilities as required

Qualifications & Experience

• Strong knowledge of import and export regulatory requirements.

• Knowledge of New Zealand for pickup and delivery coordination

• Ideally will have Customs pin for export shipments

• 3–4 years’ industry experience in one or more of the following:

  • Laboratory or clinical trial logistics
  • Supply chain and freight forwarding
  • Cold-chain or temperature-controlled transport

• Strong analytical capability with the ability to work accurately with shipping and customs data.

• Exceptional attention to detail and organisational skills.