Client Relationship Manager

Ups; Italia; In loco; EUR 32.000 - 52.000; Tempo pieno

Descrizione del lavoro

UPS in Italy is seeking a proactive Service Management contact to provide a consistently high level of service, coordinate shipments, and resolve problems to keep operations running smoothly.

You will work with cross-functional teams, liaise with customers and internal offices, and ensure documentation and shipping processes meet Marken guidelines and regulatory requirements.

Competenze

• Strong customer service mindset and ability to resolve issues quickly.
• Experience coordinating shipments and handling documentation.

Mansioni

• Provide a central point of contact for Service Management and problem resolution.
• Advise on documentation required; process shipment requests in internal systems.
• Answer general telephone and e-mail requests from customers and offices/agents.
• Collaborate with multiple departments to align activities with customer requirements and guidelines.
• Handle special customer requests for enhanced service levels and monitor shipment progress.
• Address and close out customer complaints, escalating as needed to management.
• Attend client meetings to discuss account status and service concerns.
• Maintain knowledge of Marken products and services to address queries accurately.
• Build strong relationships across internal departments and contribute to global/regional regulatory functions.
• Track and trace shipments daily to ensure on-time delivery and identify better routes.

Descrizione del lavoro

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

To provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.

Main Duties and Responsibilities

• Develop excellent working relationships and communicate courteously with the customer to influence the achievement and maintenance of service performance and encourage new business with existing clients.
• Advise customer on documentation required. Booking and processing shipment requests within Marken’s internal database and generating and verifying shipping documentation.
• Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.
• 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.
• Manage special requests from the customer for increased and enhanced levels of service or monitoring shipment progress.
• Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director.
• Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines. 8. Attend meetings with the client as deemed necessary to discuss account status and relevant service issues and concerns.
• To be commercially aware, dealing with internal and external customers to increase business profitability.
• To ensure a good level of understanding and knowledge of the Marken organization, products and services, ensuring that customer queries can be dealt with accurately and appropriately.
• To build and maintain strong relationships with all internal departments and work as part of a team.
• Contributing to development and implementation of global and regional regulatory functions for Parent document: MOP-QA-003 Page 1 of 2 MF-QA-005 v04 clinical trial supplies.
• The ability to evaluate and understand the process for the distribution of Clinical Trial Supplies from the approval to ship process to final delivery.
• Proactively track and trace shipments, monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames delegating as and monitoring activity as necessary.
• Identify weak shipping routes in terms of service expectation and profitability.

General

• Performance reporting – Extracting data from Maestro
• Communication via Telephone, Fax and Email.
• To always adhere to all company policies.
• To undertake any other reasonable duties at the request of the Line Manager or Branch Manager.

Employee Type

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.