Client Relationship Manager

Company: Marken, a UPS Company
Location: San Bruno
Posted on: September 22, 2022

Job Description:

About Marken Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. With Polar Speed and Marken included, the UPS Healthcare division staffs 128 locations with 5,500 employees worldwide. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution in 58 locations worldwide, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production. Marken's dedicated 1,900 staff members manage 120,000 drug product and biological sample shipments every month at all temperature ranges in more than 220 countries. Additional services such as ancillary material sourcing, storage and distribution, shipment lane verification and qualifications, as well as GDP, regulatory and compliance consultancy add to Marken's unique position in the pharma and logistics industry. Job Description We are looking for an experienced CRM to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Main Duties and Responsibilities Improve customer service experience, create both engaged customers and employees; facilitate organic growth Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery 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 Establishing and communicating service metrics; monitoring and analyzing results; implementing changes Take ownership of customer issues and follow problems through to resolution Set a clear mission and deploy strategies focused towards that mission Analyze statistics and compile accurate reports Keep ahead of industry developments and apply best practices to areas of improvement Control resources and utilize assets to achieve qualitative and quantitative targets Maintain an orderly workflow according to priorities Improve customer service quality results by studying, evaluating, and re-designing processes Requirements Bachelor's degree in a related field Experience managing a Customer Service function Understanding of Central Lab and Clinical Trial supplies industry desired Ability to think strategically and to lead Excellent written and verbal communication skills Strong client-facing and communication skills Excellent knowledge of management methods and techniques Ability to translate your skills to other employees through training and mentoring Advanced troubleshooting and multi-tasking skills EEO and VETERAN Employer Job Type: Full-timeBenefits: 401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insuranceSchedule: Monday to FridaySupplemental pay types: Yearly bonusApplication Question(s): Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? What are your salary expectations?Education: High school or equivalent (Preferred)Experience: Logistics: 1 year (Preferred) Customer service: 1 year (Preferred)Work Location: One location

Keywords: Marken, a UPS Company, San Bruno , Client Relationship Manager, Executive , San Bruno, California