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Service Delivery Manager

2 months ago

Shanghai, Shanghai, China Marken Full time

Job Summary:

The Client Relationship Manager will 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 Responsibilities:

  • Improve customer satisfaction and loyalty by creating a positive experience through proactive communication and issue resolution.
  • Collaborate with cross-functional teams to ensure customer requirements are met and exceeded.
  • Develop and implement service metrics to measure performance and drive continuous improvement.
  • Take ownership of customer issues and work to resolve them in a timely and professional manner.
  • Lead by example and set a clear vision for customer service excellence.
  • Analyze data and compile reports to inform business decisions and drive growth.
  • Manage resources effectively to achieve business objectives and meet customer needs.
  • Stay up-to-date with industry trends and best practices to ensure Marken remains a leader in the field.

Requirements:

  • Bachelor's degree in a related field.
  • Experience managing a customer service function.
  • Understanding of the Central Lab and Clinical Trial supplies industry is a plus.
  • Strong leadership and communication skills.
  • Ability to think strategically and lead by example.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving skills.

About Marken:

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. We offer a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide. We support cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments, and biological kit production.

Our Mission:

Moving Our World Forward by Delivering What Matters.