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Customer Relationship Manager
Marken
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Develop excellent working relationships and communicate courteously with the customer in order to influence the achievement and maintenance of service performance and encourage new business with existing clients.
- Advise customer latest booking times and documentation required. Booking and processing shipment requests within Markens internal database and generating and verifying shipping documentation.
- Manage and mentor any Customer Service agent direct reports ensuring compliance within day to day activities.
- Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.
- 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.
- Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.
- Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director.
- Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.
- Attend meetings with the client as deemed necessary to discuss account status and relevant service issues and concerns.
- To be commercially aware, dealing with internal and external customers to increase business profitability.
- To ensure a good level of understanding and knowledge of the Marken organization, products and services, ensuring that customer queries can be dealt with accurately and appropriately.
- To build and maintain strong relationships with all internal departments and work as part of a team.
- Contributing to development and implementation of global and regional regulatory functions for clinical trial supplies.
- The ability to evaluate and understand the process for the distribution of Clinical Trial Supplies from the approval to ship process to final delivery.
- Proactively track and trace shipments, monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames delegating as and monitoring activity as necessary.
- Identify weak shipping routes in terms of service expectation and profitability.
- Presto Champion for Branch (if applicable).
- Performance reporting - Extracting data from Maestro
- Communication via Telephone, Fax and Email.
- To adhere to all company policies at all times.
- To undertake any other reasonable duties at the request of the Line Manager or Branch Manager.
Requirements:
- 3 years in a customer service supervisory/management role
- Experience of Courier or Freight Industry
- Working with key decision makers
- Able to influence others to ensure business targets are met.
- Working within a busy environment.
- Excellent communication skills
- Excellent problem solving and prioritization skills essential.
- Excellent teamwork skills.
- Flexibility in working hours required.
- Weekend coverage, ability to handle shift work required in Customer Services
- Excel/Word Qualifications
Employment Type: Full Time, Permanent
Functional Areas: Banking/Insurance
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People are getting interviews at Marken through
People are getting interviews through
(based on 2 Marken interviews)
Job Portal
50%
50% candidates got the interview through other sources.
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What people at Marken are saying
Customer Relationship Manager salary at Marken
reported by
2
employees
with 9-10
years exp.
₹12.4
L/yr - ₹15.8
L/yr
278%
more
than the average Customer Relationship Manager Salary in India
View more details
What Marken employees are saying about work life
based on 29 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Marken Benefits
Free Transport 
Work From Home 
Health Insurance 
Job Training 
Team Outings 
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