Marken, UPS Healthcare Precision Logistics (formerly Marken, MNX & Polar Speed), the clinical and advanced therapy subsidiary of UPS Healthcare, unites expertise across healthcare and complex secure logistics to drive the success of our clients through innovation. The Client Relationship Manager will 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 include developing excellent working relationships and communicating courteously with the customer to influence the achievement and maintenance of service performance and encourage new business with existing clients; advising customers of latest booking times and documentation required; booking and processing shipment requests within Marken’s internal database and generating and verifying shipping documentation; managing and mentoring 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; working in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network Guidelines, policies and procedures; managing special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress; managing and finding resolution with any internal/external client reported complaints, closing out assigned CAPAs efficiently and timely, escalating as necessary; working with all departments to develop and implement solutions for new business requirements in accordance with Marken Guidelines; attending meetings with the client as necessary to discuss account status and relevant service issues and concerns; being commercially aware to increase business profitability; ensuring good understanding and knowledge of the Marken organization, products and services; building and maintaining strong relationships with all internal departments and working as part of a team; contributing to development and implementation of global and regional regulatory functions for clinical trial supplies; evaluating and understanding the process for distribution of Clinical Trial Supplies from approval to ship process to final delivery; proactively tracking and tracing shipments daily to ensure delivery within agreed time frames; identifying weak shipping routes in terms of service expectation and profitability; serving as Presto Champion for Branch if applicable; performing additional duties as assigned. Required qualifications include 2+ years’ experience managing a Customer Service function with excellent teamwork skills, experience within the Courier or Freight Industry, excellent written and verbal communication skills, strong ability to work well with key decision makers, ability to influence others to meet business targets, ability to train and mentor employees, excellent problem solving and prioritization skills, strong Microsoft Word and Excel expertise, flexibility in working hours including weekend coverage for shift work. Desired qualifications include Bachelor’s degree or equivalent experience, understanding of Central Lab and Clinical Trial supplies industry, logistical Track & Trace experience, international logistics knowledge, thorough understanding of Aviation/Airline Networks, knowledge in International Trade, and strong Project Management expertise.
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