Client Relationship Manager

2 weeks ago

Melbourne, Victoria, Australia Kuehne + Nagel AS Full time

Manage and monitor all QuickSTAT Customer Service activities ensuring compliance with all agreed company policies.To ensure that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organisation.

Your RoleTo work collaboratively with Operations and Sales Management to ensure maximum client satisfactionYour Responsibilities
  • Direct the daily operations of the CS / CRM teams
  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standard
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Review customer complaints
  • Track customer complaint resolution to conclusion
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information

  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer service projects and initiatives
  • Ensure budget requirements are met.
  • Evaluate and performance manage staff
  • Identify and address staff training and coaching needs
  • Review daily / weekly / monthly operations data performance to ensure all targets and deadlines are met.
  • To manage the training of all applicable designates ensuring their ability to manage all tasks.
  • Ensure the completion and sending of all client reports / monthly KPI's / QBR reports and investigation reports in accordance with the specific client requirements.
Your Skills and Experiences
  • Specialist (Biopharm) Courier Operations Experience.
  • Customer Services Experience
  • Comprehensive understanding of Courier / Freight Operations including Import / Export / Warehouse & Transport.
  • Excellent understanding of World Geography.
  • Specific knowledge of Clinical Trial Logistics to include:
  • Temperature Controlled Shipping and packaging.
  • Clinical Trial Courier Operations and client set up
  • Broad understanding of regulatory requirements specific to clinical Trial Logistics
  • Negotiation and problem-solving skills.
  • Teamwork skills and strong self-motivation ability.
  • Good numeric / financial ability.
  • Ability to work successfully under pressure
  • Excellent time management skills.
  • Ability to motivate and lead a team
  • Good computer skills, Word / Excel / PowerPoint essential
  • Analytical ability
  • Communication skills
  • Management skills
  • Decision-making ability
  • Planning and organising
  • Initiative
  • Flexibility
  • Minimum 5 years Industry Management Experience.
  • GDP Training and Qualifications specific to transportation
  • Management (general) training and Qualification
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