Customer Relationship Manager

1 week ago

Mascot, Australia Marken Full time
Job Title: Customer Relationship Manager

Job Purpose:

To provide consistently high-level service to customers by offering a dedicated central point of contact for service management and problem resolution. This role involves building strong relationships and communicating effectively with customers to achieve service performance and encourage new business opportunities.

Main Duties and Responsibilities:

1. Develop excellent working relationships with customers to influence the achievement and maintenance of service performance and encourage new business opportunities.

2. Advise customers on the latest booking times and documentation required, and process shipment requests within Marken's internal database. Generate and verify shipping documentation, ensuring compliance with company policies and procedures.

3. Manage and mentor Customer Service agents, ensuring they comply with day-to-day activities and maintain high levels of customer satisfaction.

4. Respond to general telephone and email requests from external customers and internal offices/agents, providing timely and effective solutions.

5. Work in a cross-functional capacity to ensure activities related to various entities align with customer requirements and Marken Network Guidelines, policies, and procedures.

6. Manage special requests from customers for increased and enhanced levels of service or monitoring of shipment progress.

7. Resolve internal/external client-reported complaints, closing out assigned CAPAs efficiently and in a timely manner, escalating as necessary to the Branch Manager and Regional Director.

8. Collaborate with departments to develop and implement solutions for new business requirements in accordance with Marken Guidelines.

9. Attend meetings with clients as deemed necessary to discuss account status and relevant service issues and concerns.

10. Ensure a good level of understanding and knowledge of the Marken organization, products, and services to address customer queries accurately and appropriately.

11. Build and maintain strong relationships with all internal departments, working as part of a team to achieve business objectives.

12. Contribute to the development and implementation of global and regional regulatory functions for clinical trial supplies.

13. Evaluate and understand the process for the distribution of Clinical Trial Supplies from approval to ship to final delivery.

14. Proactively track and trace shipments, monitoring all inbound and outbound shipments on a daily basis to ensure delivery within agreed timeframes.

15. Identify weak shipping routes in terms of service expectation and profitability.

16. Perform as Presto Champion for Branch (if applicable).

17. Extract data from Maestro for performance reporting.

18. Communicate effectively via telephone, fax, and email.

19. Adhere to all company policies at all times.

20. Undertake any other reasonable duties as requested by the Line Manager or Branch Manager.

Requirements:

1. 3 years of experience in a customer service supervisory/management role.

2. Experience in the Courier or Freight Industry.

3. Ability to work with key decision-makers.

4. Influence others to ensure business targets are met.

5. Ability to work in a busy environment.

6. Excellent communication, problem-solving, and prioritization skills.

7. Excellent teamwork skills.

8. Flexibility in working hours required.

9. Ability to handle shift work in Customer Services.

10. Excel/Word qualifications.

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