Service Relationship Manager

Cencora•USA > TX > Remote, TX

6d•Onsite

About The Position

Under general direction of the Senior Manager - Customer Service, the Service Relationship Manager (SRM) will focus on leveraging World Courier’s capabilities, insights from external customers and internal processes to provide a superior logistics and service relationship with our customers. The SRM will act as the internal voice of the customer and the key coordinator between sales and customer service to deliver exceptional service that consistently meets our customer’s expectations. Collaborates with cross functional teams in customer service, operations, sales, and QA team as required depending on business needs.

Requirements

Bachelors/ Associate degree or equivalent preferred with 1-3 years of relevant experience; preferable within the life science/health care arena
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education
Advanced computer skills (Excel, Word, PowerPoint, and Outlook) and the ability to learn new computer systems.
Excellent written, oral, and interpersonal communication skills required.
Strong analytical skills.
Must be detail oriented with the ability to recognize & resolve potential data anomalies and/or inconsistencies.
Proven ability to work independently or as part of a team.
Ability to prioritize, multitask, and work efficiently in faced paced environment.
Potential need to be available to interact with colleagues in other time zones.

Responsibilities

Create, maintain, and distribute key reports and scorecards for assigned customers and internal departments.
Assist with new account set up, onboarding and maintenance of assigned accounts.
Work with sales to review profitability at the account and company level.
Act as point of escalations for customers to facilitate resolution on urgent matters.
Conducts scheduled client calls or in-person meetings when required.
Proactive monitoring of shipment statuses to ensure timely deliveries and be able to escalate to related departments as required.
Review KPI data with clients to manage perceptions and encourage World Courier as their primary service provider.
Work with Service Quality and Compliance teams to improve processes and services being offered to customers.
Collaborate with QA team to log/manage recurring service issues; CAPA reports and any other QA related requests from the customers
Utilize KPI performance data to proactively identify service areas in need of change or reorganization.
Monitor customer health to track usage of World Courier Services and customer satisfaction

Benefits

medical
dental
vision care
comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave
variety of training programs
professional development resources
opportunities to participate in mentorship programs
employee resource groups
volunteer activities