Description

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.