Senior Client Relationship Manager

Job title: Senior Client Relationship Manager

Company: UPS


Job description: Before you apply to a job, select your language preference from the options available at the top right of this page.Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.Job Description:Marken, UPS Healthcare Precision Logistics (formerly Marken, MNX & Polar Speed), the clinical and advanced therapy subsidiary of UPS Healthcare, unites expertise across healthcare and complex secure logistics to drive the success of our clients through innovation.Job Purpose:To 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.Main Duties and Responsibilities:Develop excellent working relationships and communicate courteously with the customer 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 Marken’s internal database and generating and verifying shipping documentation.Manage and mentor any Customer Service agent direct reports ensuring ompliance 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).Qualifications:5 years’ experience of Courier or Freight Industry3 years’ experience in a high level, customer facing logistics/customer service roleUnderstanding of Aviation/Airline Networks desiredPC/System LiterateAbility to deal with inquiries and day to day issues.Working with key decision makersAble to influence others to ensure business targets are metWorking within a busy environmentExcellent communication skillsExcellent problem solving and prioritization skills essentialExcellent teamwork skillsFlexibility in working hours requiredWeekend coverage, ability to handle shift work required in Customer ServicesEmployee Type:
PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Expected salary:

Location: Feltham, Greater London – London

Job date: Thu, 31 Jul 2025 04:36:34 GMT

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