Client Relationship Manager

2 weeks ago

Singapore UPS Asia Group Pte. Ltd. Full time

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Marken, UPS Healthcare Precision Logistics (formerly Marken, MNX & Polar Speed), the clinical and advanced therapy subsidiary of UPS Healthcare, unites expertise across healthcare and complex secure logistics to drive the success of our clients through innovation.

Main 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:

  • Develop excellent working relationships and communicate courteously with the customer to influence the achievement and maintenance of service performance and encourage new business with existing clients.
  • Advise customers of latest booking times and documentation required. Booking and processing shipment requests within Marken's internal database and generating and verifying shipping documentation.
  • Manage and mentor any Customer Service agent direct reports ensuring compliance within day-to-day activities.
  • Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.
  • 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.
  • Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.
  • Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director.
  • Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.
  • Attend meetings with the client as deemed necessary to discuss

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