Job Title

Manage and monitor all QuickSTAT Customer Service activities ensuring compliance with all agreed company policies.To ensure that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organisation.Your RoleTo work collaboratively with Operations and Sales Management to ensure maximum client satisfactionYour ResponsibilitiesDirect the daily operations of the CS / CRM teamsDevelop and implement customer service policies and proceduresDefine and communicate customer service standardOversee the achievement and maintenance of agreed customer service levels and standardsReview customer complaintsTrack customer complaint resolution to conclusionHandle complex and escalated customer service issuesMonitor accuracy of reporting and data base informationIdentify and implement strategies to improve quality of service, productivity and profitabilityLiaise with company management to support and implement growth strategiesCo-ordinate and manage customer service projects and initiativesEnsure budget requirements are met.Evaluate and performance manage staffIdentify and address staff training and coaching needsReview daily / weekly / monthly operations data performance to ensure all targets and deadlines are met.To manage the training of all applicable designates ensuring their ability to manage all tasks.Ensure the completion and sending of all client reports / monthly KPIs / QBR reports and investigation reports in accordance with the specific client requirements.Your Skills and ExperiencesSpecialist (Biopharm) Courier Operations Experience.Customer Services ExperienceComprehensive understanding of Courier / Freight Operations including Import / Export / Warehouse & Transport.Excellent understanding of World Geography.Specific knowledge of Clinical Trial Logistics to include:Temperature Controlled Shipping and packaging.Clinical Trial Courier Operations and client set upBroad understanding of regulatory requirements specific to clinical Trial LogisticsNegotiation and problem-solving skills.Teamwork skills and strong self-motivation ability.Good numeric / financial ability.Ability to work successfully under pressureExcellent time management skills.Ability to motivate and lead a teamGood computer skills, Word / Excel / PowerPoint essentialAnalytical abilityCommunication skillsManagement skillsDecision-making abilityPlanning and organisingInitiativeFlexibilityMinimum 5 years Industry Management Experience.GDP Training and Qualifications specific to transportationManagement (general) training and Qualification #J-18808-Ljbffr