Client Relationship Manager: Strategy & Service Excellence

UPS; Ratho Station; Sur place; GBP 42 000 - 65 000; Plein temps

Résumé du poste

UPS Marken is seeking a Client Relationship Manager to provide a consistently high level of service to customers, acting as a dedicated central point of contact for service management and problem resolution.

You will improve customer experience, manage service standards, and collaborate cross-functionally to ensure activities align with customer requirements and Marken Network guidelines. Strong communication, leadership, and troubleshooting skills are essential.

Qualifications

• 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.

Responsabilités

• Improve customer service experience, create engaged customers and employees; facilitate organic growth.
• Participate in the Customer agreement of service and response standards and ensure these standards are maintained or exceeded during program delivery.
• Work cross-functionally to ensure activities fit customer requirements and Marken Network guidelines, policies and procedures.
• Establish and communicate service metrics; monitor and analyze results; implement 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.

Connaissances

Customer service management

Strategic leadership

Excellent written and verbal comms

Client-facing skills

Troubleshooting

Multi-tasking

Formation

Bachelor’s degree

Description du poste

UPS Marken is seeking a Client Relationship Manager to provide a consistently high level of service to customers, acting as a dedicated central point of contact for service management and problem resolution.

You will improve customer experience, manage service standards, and collaborate cross-functionally to ensure activities align with customer requirements and Marken Network guidelines. Strong communication, leadership, and troubleshooting skills are essential.