[Company / Industry] Global healthcare logistics company / Supply and Logistics
[Position] Client Relationship Manager
[Function] Customer Services
[Reporting Line] Customer Services Manager
[Employment Type] Permanent
[Compensation] TBD
[Location] Seoul, Korea
[Consultant in charge] Simon S. Kim
Company Description:
Reputable global company specializing in logistics for clinical trial materials and sensitive drug shipments.
Job Description:
[Main Purpose]
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
Develop excellent working relationships and communicate courteously with the customer in order to influence the achievement and maintenance of service performance and encourage new business with existing clients
Advise customer latest booking times and documentation required. Booking and processing shipment requests within the Company's internal database and Generating and verifying shipping documentation
Manage and mentor any Customer Service agent direct reports ensuring compliance within day to day activities
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 the Company's Network Guidelines, policies and procedures
Manage special requests from the customer for increased and enhanced levels of service or monitoring of 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 the Company's Guidelines
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 Company 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 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
Presto Champion for Branch (if applicable).
Job Requirements:
[Knowledge]
PC/System Literate
Ability to deal with inquiries and day to day issues
Prefer candidates with; International Logistics knowledge, Understanding of Central Lab and Clinical Trial Supplies industry, Different temperature requirements for the transportation of shipments
[Skills and Abilities]
Excellent communication skills
Excellent problem solving and prioritization skills essential
Excellent team work skills
Flexibility in working hours require
Prefer candidates with; Complete and thorough understanding of Aviation/Airline Networks, Excellent communication skills with the ability to influence others, Ability to use own initiative in order to research and grow professionally, gain extra experience experience
[Work Experience]
Experience of Courier or Freight Industry
Working with key decision makers
Able to influence others to ensure business targets are met
Working within a busy environment
Prefer candidates with; An understanding of the services provided by Integrators, Project Management
[Qualifications]
Excel/Word Qualifications
Prefer candidates with, International Trade related licenses
If you are interested, please contact +82-2-6123-0100