Senior Client Solutions Manager
5 days ago
Job Summary:
We are seeking a highly skilled Senior Client Solutions Manager to join our team. As a key member of our management staff, you will be responsible for providing exceptional customer service and ensuring that our clients receive the highest level of support.
Main Responsibilities:
- Develop and maintain strong relationships with key clients, understanding their needs and delivering tailored solutions to meet their requirements.
- Lead a team of customer service representatives, providing guidance and mentorship to ensure excellent customer experience.
- Analyzing data from Maestro to extract valuable insights and identify areas for improvement.
- Work closely with internal departments to develop and implement new business solutions, ensuring alignment with Marken's guidelines and policies.
- Cultivate strong communication skills, effectively handling customer inquiries, complaints, and special requests.
- Collaborate with the branch manager and regional director to escalate issues and ensure timely resolution.
- Maintaining a deep understanding of the Marken organization, products, and services to provide accurate information and support to customers.
- Promote a culture of teamwork and contribute to the development and implementation of global regulatory functions for clinical trial supplies.
- Proactively track and trace shipments, monitoring daily progress to ensure timely delivery and making necessary adjustments as needed.
- Identify opportunities for process improvements and implement changes to enhance efficiency and profitability.
- Provide performance reporting and analysis to inform business decisions and drive growth.
- Stay up-to-date on industry developments and best practices to maintain a competitive edge.
Requirements:
- A minimum of 4 years of experience in a customer service supervisory/management role, preferably in the courier or freight industry.
- Demonstrated ability to work effectively with key decision-makers and influence others to achieve business objectives.
- Excellent communication, problem-solving, and prioritization skills, with the ability to work in a fast-paced environment.
- Flexibility to work varied shifts, including weekends and holidays, as required.
- Strong Excel and Word skills, with proficiency in generating reports and analyzing data.
About Marken:
Marken is a wholly owned subsidiary of UPS and a leading provider of clinical drug product storage and distribution services. We offer a state-of-the-art GMP-compliant depot network and logistics hubs for worldwide clinical drug product storage and distribution. Our mission is to Moving Our World Forward by Delivering What Matters.
Estimated Salary:
$85,000 - $110,000 per year, depending on location and experience.
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