Title:
Customer Services Manager
Job Purpose:
Oversight, Leadership & Development of London's Customer Relationship Customer Services Teams to exceed Customer expectations with Marken shipments & communication while being an integral part of London's Leadership Team.
Main Duties and Responsibilities:
- Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery.
- Manage all Customer Relationship Manager and the Customer Services Agents.
- Develop excellent working relationships with Customer, Account Management team and Operational Functions, in order to influence the achievement and maintenance of service performance.
- 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.
- Development of team members & working practices
- Analysis of Services and development of possible service solutions.
- Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.
- Working with Customer logistics teams/departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.
- Attend meetings with the client on a periodical basis, to discuss program status and relevant service issues and concerns.
- Support Branch Safety & Quality compliance through reporting of near misses & management of CS related investigations, complaints, audits & ZenQMS training.
- Reporting to the Branch Manager this role will provide metrics, account for issues & successes and be an active member of the Branch Leadership Team.
- Expected to cover periods of absence
- Day to day management of people including payroll, absence, performance & development
Requirements:
- Good business accumen
- Ability to collaborate cross function and influence without authority
- Experience within a customer services environment
- Comfortable managing people, driving communication and working with other Leaders throughout the business
- Ability to communicate with internal & external customers
Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports 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.
Moving Our World Forward by Delivering What Matters.
