Assists CS team with significant issues and escalations from clients.
Builds client relationships through email, phone and face to face interaction.
Develops excellent working relationships with customer and operational functions.
Works in a cross functional capacity to coordinate the activities of all Marken teams and agents to fit with customer requirements and meet network policies and processes.
Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.
Work with clients logistics teams/ departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.
Attend meetings with client on a periodical basis, to discuss program status and relevant service issues and concerns.
Investigate incidents affecting shipments performance, working with Global Key Account teams and QC/QA teams.
Performance reporting - Extracts and analyses data from Maestro and other systems. Translates into appropriate and relevant reports.
Understands and performs general CS duties where required.
Job Requirements
Prior understanding of the clinical trial supplies industry, temperature requirements for transportation of biomedical shipments, different types of packaging systems will be advantageous
At least 2-3 years of client relationship or project management experience
Demonstrate a clear understanding of export/import regulations and custom procedures
Display good communication skills, strong analytical skills and commercial awareness
Able to prioritize workload, work well with others in the team and across all levels of the organization
Proficient in Microsoft Office (Excel, Word, PowerPoint). Tableau is an advantage.
