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:
Day to day management & coordination of Client shipments with Operational teams & Outsourced service providers (making shipment bookings, reviewing documentation, arranging transport)
Lane mapping & feasibility reviews for specific lanes & shipment types
Raising, conducting & completion of Quality issues & delays with timely implement of CAPA actions
Support the monthly billing cycle with on time & accurate billing to our Clients whilst reviewing negative margins for areas of opportunity
Daily monitoring of shipments & delays to achieve 99.5% On Time Performance
Close monitoring & tracking of high value & temperature sensitive shipments daily/ weekly
Assemble, & present monthly & quarterly business reviews with our Clients
Resolution of issues with Shipments &/ or documentation
Act as the primary responder to delays with shipments
Analyse, prepare & communicate details and Operational requirements around upcoming volumes & growth
Attend & engage in onsite face 2 face meetings with Clients in addition to having phone & email conversations
Capture Client/ account specifics through documentation & cross training
Adaptable to move between different accounts and provide support to other team members
Responsible for training future team members and learn new skills & processes
Requirements:
Strong verbal & written communication (business level English)
Fluent in the use of computers and Microsoft packages (Outlook, Excel & Powerpoint)
Comfortable learning new software & systems
Experience within a Client Relationship/ Customer Service environment
high preferable Experience or knowledge in overseeing & managing temperature sensitive, Dangerous Goods & high value shipments
highly preferable Practiced in the Logistics/ Freight Forwarding industry Ability to travel to site in Feltham daily if required Able to multi task, actively manage multiple accounts & multiple functions coming together to complete a shipment request Experience of working within the Pharmaceutical sector
advantageous Ability to be flexible with start & finish to support our Clients needs 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.
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high preferable Experience or knowledge in overseeing & managing temperature sensitive, Dangerous Goods & high value shipments
highly preferable Practiced in the Logistics/ Freight Forwarding industry Ability to travel to site in Feltham daily if required Able to multi task, actively manage multiple accounts & multiple functions coming together to complete a shipment request Experience of working within the Pharmaceutical sector
advantageous Ability to be flexible with start & finish to support our Clients needs 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.
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