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Client Relationship Manager

2 months ago

Shanghai, Shanghai, China Marken Full time

Job Title: Client Relationship Manager

Job Summary:

The Client Relationship Manager will be responsible for providing exceptional service to our customers by serving as a dedicated point of contact for service management and problem resolution. This role requires a strong understanding of customer needs and the ability to develop and maintain strong relationships with key stakeholders.

Main Responsibilities:

  • Improve customer satisfaction by creating engaged customers and employees, and facilitating organic growth.
  • Participate in the development and maintenance of customer service standards and ensure that these standards are met or exceeded during program delivery.
  • Work collaboratively with cross-functional teams to ensure that customer requirements are met and Marken Network guidelines, policies, and procedures are followed.
  • Establish and communicate service metrics, monitor and analyze results, and implement changes as needed.
  • Take ownership of customer issues and follow problems through to resolution.
  • Develop and implement strategies to achieve customer service quality results.
  • Analyze statistics and compile accurate reports to inform business decisions.
  • Manage resources and assets to achieve qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities.

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 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 skills to other employees through training and mentoring.
  • Advanced troubleshooting and multi-tasking 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, and 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.

Mission Statement:

Moving Our World Forward by Delivering What Matters.