Client Relationship Manager

About the position

The Client Relationship Manager will 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.

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
• 2+ years' experience managing a Customer Service function
• Experience within the courier or freight industry
• Understanding of Central Lab and Clinical Trial supplies industry desired
• Ability to think strategically and to lead
• Excellent written and verbal communication skills
• Intermediate experience with Microsoft Office Suite
• 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