Title:

Client Relationship Manager

Job Purpose:

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 and Responsibilities:

• Improve customer service experience, create both engaged customers and employees; facilitate organic growth

• Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery

• 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

• Establishing and communicating service metrics; monitoring and analyzing results; implementing changes

• Take ownership of customer issues and follow problems through to resolution

• Set a clear mission and deploy strategies focused towards that mission

• Analyze statistics and compile accurate reports

• Keep ahead of industry developments and apply best practices to areas of improvement

• Control resources and utilize assets to achieve qualitative and quantitative targets

• Maintain an orderly workflow according to priorities

• Improve customer service quality results by studying, evaluating, and re-designing processes

Requirements:

• Bachelor’s degree in a related field

• 2+ years’ experience managing a Customer Service function

• Experience within the courier or freight industry

• Understanding of Central Lab and Clinical Trial supplies industry desired

• Ability to think strategically and to lead

• Excellent written and verbal communication skills

• Intermediate experience with Microsoft Office Suite

• Strong client-facing and communication skills

• Excellent knowledge of management methods and techniques

• Ability to translate your skills to other employees through training and mentoring

• Advanced troubleshooting and multi-tasking skills

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.