Cryoport Systems is the life science industry’s most trusted provider of supply chain solutions for temperature-sensitive materials, serving biopharmaceutical, IVF and surrogacy and animal health organizations around the world. Cryoport Systems' proprietary Cryoport Express® shippers, Cryoportal® Logistics Management Platform, leading-edge Smartpak™ Condition Monitoring System and geo-sensing technology paired with unparalleled logistics expertise and 24/7/365 customer support, make Cryoport Systems the end-to-end temperature controlled supply chain partner that you can trust.
POSITION SUMMARY
The Client Care Specialist is responsible for managing our total logistics offering, which includes sales quotes (pricing and transit time) and logistics management (order processing, exception escalation, client communications, carrier communications and escalations, and web portal documentation). The Client Care Specialist must demonstrate independent thinking, strong decision-making skills, an understanding of escalation procedures, and the ability to communicate effectively with clients and internal management regarding sensitive situations.
PRIMARY RESPONSIBILITIES (included but are not limited to)
Quote Processing
• Professional and effective response to prospective client inquiries by phone
• Creation of quotes via data entry in the web portal
• Creation and modification of Microsoft Word templates
• Use of Microsoft Outlook for emailing proposals to prospective clients
• Follow up with prospective clients by phone and email
Order Processing
• Creation of new clients and orders via data entry in the web portal
• Coordination of shipping schedule and other details via phone and email
• Coordination with courier partners for shipping options and rates
• Review and approval of orders in the web portal
• Credit card payment processing via merchant web portal
• Shipment tracking via courier scans and GPS monitor
• Professional and precise documentation of order status and communication in the web portal.
• Follow up and escalation with couriers for delays or other shipment issues
• Ongoing, clear, concise, professional communication with the client, salesperson, and quality assurance regarding the status of orders
• Delivery confirmation and follow up with clients by phone and email
General
• Effective and proactive management of client expectations.
• Interaction with internal departments such as: operations, accounting, management, sales, etc.
• Effective management and organization of open orders to ensure adherence to agreed-upon schedules
COMPETENCIES AND PERSONAL ATTRIBUTES
• Results driven, attention to detail, process oriented.
• Ability to meet deadlines consistently
• Ability to listen, understand and evaluate logistical issues.
• Ability to solve practical problems (logistical & situational) and deal with multiple variables.
• Strong communication skills, both verbal and written
• Proven record of initiative and dedication to meeting the expectations and requirements of clients.
• Demonstrated ability to take initiative and find innovative ways of delivering solutions.
• Ability to develop professional, supportive relationships with clients, carriers, vendors and internal employees.
• Willingness to continually embrace personal and professional development.
• Accustomed to working independently and efficiently
QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Bachelor’s degree or equivalent experience preferred
• 3+ years prior experience with customer service required
• 1+ years prior experience with logistics management preferred
• Prior experience with medical/clinical/patient relations is a plus
• Fluency in multiple languages preferred
• Must be proficient in Microsoft Office, including Outlook
• Prior call center experience preferred
• Prior experience in the transportation industry a plus