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 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 a daily basis to ensure that shipments are delivered within agreed time frames delegating 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
#J-18808-Ljbffr