Marken is a wholly owned subsidiary of the UPS Healthcare division.
With Polar Speed and Marken included, the division staffs 128 locations with 5,500 employees worldwide.
Marken maintains the leading position for Direct to Patient (DTP) and Home Health care (HHC) services, biological sample shipments and offers a state-of-the-art GMP-compliant depot network and logistic hubs in 56 locations worldwide for clinical trial product storage and distribution.
Marken’s dedicated 1,500 staff members manage 100,000 drug product and biological sample shipments every month at all temperature ranges in more than 220 countries.
Job Description
We are looking for an experienced Client Relationship Manager (CRM) to provide excellent customer service and to promote this idea throughout the organization.
The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Main Duties and Responsibilities:
Improve customer service experience, create both engaged customers and employees; facilitate organic growth Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery 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 Establishing and communicating service metrics; monitoring and analyzing results; implementing 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
Requirements:
Bachelor’s degree in a related field 5 (+) years’ 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 Bilingual preferred
– 100% fluent in both English and Spanish (read, speak, write) 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
EEO and VETERAN Employer