Client Care Manager, Reproductive Medicine Australia

Cryoport Systems is the life science industry’s most trusted provider of supply chain solutions for temperature-sensitive materials, serving biopharmaceutical, IVF and surrogacy and animal health organizations around the world. Cryoport Systems' proprietary Cryoport Express® shippers, Cryoportal® Logistics Management Platform, leading-edge Smartpak Condition Monitoring System and geo-sensing technology paired with unparalleled logistics expertise and 24/7/365 customer support, make Cryoport Systems the end-to-end temperature controlled supply chain partner that you can trust.

The Client Care Manager is responsible for the management of our total logistics offering which includes sales quotes (pricing, time duration) and logistics management (order processing, exceptions escalation, client communications, carrier communications/escalations, web portal documentation). This position requires independent thinking, decision making skills, the ability to understand escalation procedures and circumstances for escalation and effective communication with the client and internal management regarding sensitive situations.

Primary Responsibilities include but are not limited to:
Quote Processing
- Professional and effective response to prospective client inquiries by phone
- Creation of quotes via data entry in the web portal
- Creation and modification of Microsoft Word templates

Order Processing
- Creation of new clients and orders via data entry in the web portal
- Coordination with Cryoport Logistics Department for shipping options and rates
- Review and approval of orders in the web portal
- Shipment tracking via courier scans and GPS monitor
- Professional and precise documentation of order status and communication in the web portal.
- Follow up and escalation with couriers for delays or other shipment issues
- Ongoing, clear, concise, professional communication with the client, salesperson, and quality assurance regarding the status of orders

General
- Effective and proactive management of client expectations.
- Interaction with internal departments such as: operations, accounting, management, sales, etc.
- Effective management and organization of open orders to ensure adherence to agreed-upon schedules
- Processes workload for both the Australian market and global reproductive medicine market

Competencies:

- Results driven, attention to detail, process-oriented.
- Ability to meet deadlines consistently
- Ability to listen, understand and evaluate logístical issues.
- Ability to solve practical problems (logístical & situational) and deal with multiple variables.
- Strong communication skills, both verbal and written
- Proven record of initiative and dedication to meeting the expectations and requirements of clients.
- Demonstrated ability to take initiative and find innovative ways of delivering solutions.
- Ability to develop professional, supportive relationships with clients, carriers, vendors and internal employees.
- Willingness to continually embrace personal and professional development.
- Accustomed to working independently and efficiently

Qualifications and Education Requirements
- Bachelor’s degree or equivalent experience preferred
- 5+ years prior experience with customer service required
- 2+ years prior experience with logistics management required
- Prior experience with Reproductive Medicine (IVF) industry is a plus
- Fluency in multiple languages preferred. English proficiency mandatory
- Must be proficient in Microsoft Office, including Outlook
- Prior call center experience preferred
- Prior experience in the transportation industry a plus

Personal Attributes
- Passion and alignment with our mission, vision, values & operating principles.
- A change agent and strong collaborator who is not afraid of challenging status quo.
- An individual who brings strong core values, quality, ethics, and integrity.
- A collaborative team player who embraces and champions the culture.
- Strong work ethic and ability to deliver results and meet commitments in a dynamic environment.