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Client Relationship Manager, Au-sy

2 weeks ago

Alexandria, Australia Marken, a UPS Company Full time

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 2100 staff members manage 120,000 drug product and biological sample shipments every month at all temperature ranges in more than 220 countries.

**"Embark on a career with PURPOSE - Join Marken"**

**An opportunity to be on the frontline of healthcare innovation and to help facilitate the shipments and therapies aimed to save human life. This will change the face of medicine as we know it.**
- 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 on that mission
- Analyze statistics and compile accurate reports
- 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

**Qualifications**
- Bachelor’s degree in any related discipline with at least 5 years of CRM experience
- Experience managing a Customer Service function is desired
- Ability to think strategically and 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

**Benefits**:

- Employee mentoring program
- Health insurance
- Life insurance
- Professional development assistance
- Referral program
- Vision insurance
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

Supplementary Pay:

- Annual bonus
- Performance bonus

**Experience**:

- Customer service: 3 years (required)

Work Authorisation:

- Australia (required)