Job Title

DescriptionTitle:Client Relationship ManagerJob 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 growthParticipate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program deliveryWork in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network guidelines, policies and proceduresEstablishing and communicating service metrics; monitoring and analyzing results; implementing changesTake ownership of customer issues and follow problems through to resolutionSet a clear mission and deploy strategies focused towards that missionAnalyze statistics and compile accurate reportsKeep ahead of industry developments and apply best practices to areas of improvementControl resources and utilize assets to achieve qualitative and quantitative targetsMaintain an orderly workflow according to prioritiesImprove customer service quality results by studying, evaluating, and re-designing processesRequirements:Bachelor's degree in a related field2+ years' experience managing a Customer Service functionExperience within the courier or freight industryUnderstanding of Central Lab and Clinical Trial supplies industry desiredAbility to think strategically and to leadExcellent written and verbal communication skillsIntermediate experience with Microsoft Office Suite Strong client-facing and communication skillsExcellent knowledge of management methods and techniquesAbility to translate your skills to other employees through training and mentoringAdvanced troubleshooting and multi-tasking skillsMarken 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.