Description

Title:

Customer Services Manager

Job Purpose:

To provide a consistently high level of support to the Philadelphia Customer Services Group ensuring excellence across the Mid-Atlantic Region. Manage the Customer Services Function.

Main Duties and Responsibilities:

1. Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery.
2. Manage all Customer Relationship Manager and the Customer Services Agents.
3. Develop excellent working relationships with Customer, Account Management team and Operational Functions, in order to influence the achievement and maintenance of service performance.
4. 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.
5. Develop best working practices.
6. Managing Key Accounts.
7. Analysis of Services and development of possible service solutions.
8. Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.
9. Working with Customer logistics teams/departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.
10. Attend meetings with the client on a periodical basis, to discuss program status and relevant service issues and concerns.
11. Reporting of Quality related activities to the NORAM QC, PHL Customer Service Manager and/or Branch Manager.

Requirements:

• Understanding of Central Lab and Clinical Trial Supplies industry
• Different temperature requirements for the transportation of shipments.
• Customer Requirements.
• Pricing/Costs
• Marken Network
• Strong professional telephone manner.
• Excellent communication skills
• Able to prioritize workload
• Commercial awareness
• 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.
• Understanding of Departments/functions within Clients

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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