Customer Relationship Manager

Title: Customer Relationship Manager

Job Purpose: To provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.

Main Duties and Responsibilities:

• Develop excellent working relationships and communicate courteously with the customer in order to influence the achievement and maintenance of service performance and encourage new business with existing clients.
• Advise customer latest booking times and documentation required. Booking and processing shipment requests within Marken’s internal database and generating and verifying shipping documentation.
• Manage and mentor any Customer Service agent direct reports ensuring compliance within day to day activities.
• Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.
• 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.
• Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.
• Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director.
• Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.
• Attend meetings with the client as deemed necessary to discuss account status and relevant service issues and concerns.
• To be commercially aware, dealing with internal and external customers to increase business profitability.
• To ensure a good level of understanding and knowledge of the Marken organization, products and services, ensuring that customer queries can be dealt with accurately and appropriately.
• To build and maintain strong relationships with all internal departments and work as part of a team.
• Contributing to development and implementation of global and regional regulatory functions for clinical trial supplies.
• The ability to evaluate and understand the process for the distribution of Clinical Trial Supplies from the approval to ship process to final delivery.
• Proactively track and trace shipments, monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames delegating as and monitoring activity as necessary.
• Identify weak shipping routes in terms of service expectation and profitability.
• Presto Champion for Branch (if applicable).
• Performance reporting – Extracting data from Maestro.
• Communication via Telephone, Fax and Email.
• To adhere to all company policies at all times.
• To undertake any other reasonable duties at the request of the Line Manager or Branch Manager.

Requirements:

• 3 years in a customer service supervisory/management role.
• Experience of Courier or Freight Industry.
• Working with key decision makers.
• Able to influence others to ensure business targets are met.
• Working within a busy environment.
• Excellent communication skills.
• Excellent problem solving and prioritization skills essential.
• Excellent teamwork skills.
• Flexibility in working hours required.
• Weekend coverage, ability to handle shift work required in Customer Services.
• Excel/Word Qualifications.

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.

Moving Our World Forward by Delivering What Matters.