MARKEN, UPS Healthcare Precision Logistics

 LABCORP US 

Purpose: Document the process for handling Marken escalations on shipments moving to Labcorp (formerly Covance) via UPS Express Critical.

Ship To
SPECIMEN RECEIVING
LABCORP C/O EXPRESS CRITICAL
911 GRADE LANE
LOUISVILLE KY 40213
UNITED STATES OF AMERICA

LABCORP FRESHDESK ESCALATIONS 

1. Auto-Assign and Acknowledgement of the Ticket
    Freshdesk automatically acknowledges the ticket, assigns it to the NAM Specialist,  and marks the status as pending.
2. Checking shipment status
   • Use IVP, Hubcam, and ISPSYS / SQL for shipment status.
   • Verify the Ship To is 911 Grade Lane.
   • This procedure is only for shipments going to 911 Grade Lane -> Final delivery by Express Critical.
   • For escalations involving multiple shipments, run all tracking numbers through C-Track.
   • Check for duplicates.
3. Determine scenario and advise Marken
    Review the scenarios below, use the appropriate verbiage, and update Marken with the current status. Continue monitoring and providing updates throughout the process. Less is more/stick to the facts.
4. Important:
   The ETA on UPS.com is not accurate for this volume since deliveries occur outside the normal UPS Network. If Marken mentions the ETA at UPS.com, you can remind them of this.

SHIPMENT SCENARIOS

Scenario 1: Package at SDF Has Sorted to Covance or Covance EAM Load in Hubcam

• Check IVP -> Get Shipment. If the package moved with other shipments which already have PODs uploaded, ask Marken to confirm with Labcorp if they received the shipment.
• If the package moved with other shipments that do not have PODs uploaded, advise “Your packages show good sortation. We will closely monitor for POD.”

Scenario 2:
 Package at SDF Cleared OR  Pending Clearance & Has Not Sorted to Covance Load

• For Marken US Import packages pending clearance, use ISPS and DMG to confirm clearance status.
• Provide accurate clearance info to Marken.
• If pending FDA clearance, do not provide a timeline; inform Marken that FDA timelines are discretionary.
• If released but held in container, advise:
  “Package/shipment is released and will be processed in SDF per standard operating procedures.”
• Do not provide delivery or clearance timelines!
• If Marken requests more details, escalate to your Supervisor to involve CPM. (CPM is usually already in Cc on the ticket because Marken includes them).
• CPM communicates these procedures to Marken and will assist if further questions arise.
• Do not contact CPM directly or repeatedly email Brokerage or SDF/4009 for “drop in sort” — limit emails to one.

Scenario 3: No Physical Scans in UPS Network

• If Marken states shipment moved but no UPS network scans exist:
  “Please note TOMS does not see these in the UPS network. Can you confirm if UPS was used for shipment?”

Scenario 5: No Physical Scans in Worldport Domestic (Louisville)/ or Hubcam

• If no good internal sortation scans, check with Origin and Worldport.
• If no scans in Hubcam, email Worldport Package Support Center requesting Overgoods search for possible unlabeled packages.
• Advise Marken:
  “We do not see sortation scans on this package. Please confirm with Labcorp if received this package by ACCESSION#. If Labcorp claims non-receipt, please provide photos or descriptions of contents/carton so we can request an Overgoods search. Labels may detach due to dry ice condensation.”

Scenario 6: Labcorp Confirmed Package Received but POD Missing

• Email Worldport IPLD (Holly Ross, cc UPS Marken CPM Team) requesting POD update. Include tracking number and delivery date.

RE-ICE PROTOCOL

• Per Marken Labcorp Team, re-icing takes priority over transit, even if it delays the package.
• SDF may not unload or remove individual packages from a 4009/SDF container for re-icing immediately.
• If re-ice request received and package held in a container:
  • Apply re-ice intercept.
  • Advise Marken Package will be re-iced when processed in SDF per standard procedures.
• Sublimated Ice: If notified ice has sublimated completely, instruct Ops to not re-ice and return package to network for delivery. Notify Marken in the ticket.

ESCALATION GUIDELINES

• Contact UPS Express Critical SDF(UPSExpressCriticalSDF@ups.com) with CPM team cc if:
  1. Package shows good internal sortation in Hubcam.
  2. Overgoods search by Worldport Package Support is negative, AND
  3. Labcorp claims non-receipt.
• If Marken requests support beyond this SOP and all info has been provided, escalate to Supervisor for CPM involvement.

OTHER UPS ESCALATION CONTACTS