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Client Relationship Manager

A specialist logistics provider to the pharmaceutical and biotech industries are looking for a Client Relationship Manager to work in their location in Cambridge.

The client has over 30 years of dedicated experience in the pharmaceutical, biotechnology and life science sectors. The company has built up a unique, client-centric approach by employing scientists in front-line logistics positions and assembling a team of best-in-class industry experts in quality, cold chain and regulatory compliance amongst others. They have offices in China, Japan, Singapore, UK, Belgium, South Africa and numerous locations throughout the continental U.S.

Main Purpose of Job:

To manage, mentor, and motivate a team within the UK Operations department, being the driving force to ensure that consistent and efficient service is delivered to all internal and external customers. To be the principal contact for a predetermined group of clients, in addition to handling requests received from new clients brought on by the Business Development team, liaising with them on a very regular basis to ensure they receive the highest standard of customer service excellence.

Key Responsibilities

Training, mentoring, coaching and supervising a team within the UK Operations department, behaving as a role model and champion for customer service excellence. Motivating and energising the team to offer service that exceeds our customers expectations.

Using experience and personal judgement to identify and resolve complex operational issues.

Promoting regular liaison with our major key clients to ensure that the highest levels of service and communication are achieved and maintained, whilst optimising each interaction with the customer when requesting any information.

Managing the team to ensure that optimal routing and packaging solutions are offered to the client at the point of raising each shipment, exceeding customer expectations on service levels and costs wherever possible.

Encouraging close interaction with the rest of the UK Operation, in addition to other departments and offices on a global basis, to achieve the company's objectives.

Behaving as an advocate for positive change, by promoting a team culture of reflective learning and continuous improvement. Enabling and empowering individuals within the team to implement improvements to existing processes or systems.

Identifying and implementing any training needs or information awareness to improve the levels of service offered.

Coordinating the preparation and communication of service quotations to customers, liaising with the commercial and finance teams, as appropriate.

Providing guidance and expertise to internal and external customers in relation to specific queries including but not limited to export and import regulations, or temperature-controlled shipping solutions.

Leading and preparing root cause investigation, issue resolution with CAPAs, creating handling reports for key clients in the event of any major service issues or client complaints.

Assisting the UK Operations Manager in the preparation of local goals to support company strategic goals, on an annual basis. Designing and implementing appropriate action plans to meet local goals.

Preparing and analyzing appropriate data to continuously improve performance with regards to company KPI targets.

Designing and implementing action plans to meet and exceed company KPI targets.

Perform out of hours on call duties on weekdays and weekends as required.

Knowledge, Skills and Experience

Essential
Logistics, courier or freight forwarding experience
International export/customs experience
Intermediate level in Microsoft Excel, Word and PowerPoint
Ability to train, mentor and supervise a small team
High levels of integrity, able to lead by example
Proven ability to work well under time pressure

Desirable
Multilingual

Details

Job Type:Permanent
Location:Cambridgeshire, - East Anglia
Benefits:£36,000-£38,000 basic salary
Branch:Freight Personnel
Ref:35508/FP14149/R
Consultant:Ryan Gale
Tel: 0161 452 0452
Email: rgale@freightpersonnel.co.uk
Key Skills
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