Client Relationship Manager (Based in Bangalore), IN-BA
Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. With Polar Speed and Marken included, the UPS Healthcare division staffs 128 locations with 5,500 employees worldwide. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution in 58 locations worldwide, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production. Marken’s dedicated 2100 staff members manage 120,000 drug product and biological sample shipments every month at all temperature ranges in more than 220 countries.
"Embark on a career with PURPOSE - Join Marken"
An opportunity to be on the frontline of healthcare innovation and to help facilitate the shipments and therapies aimed to save human life. This will change the face of medicine as we know it.
Why Join Marken!?
Global Exposure – Being part of a Global Tea & Network and a part of the lifesaving team!
Diversified and Inclusive Work Environment
Personal & Professional Training and Development Programs
Employee Assistance Program
Employee Wellness Programs
Other exciting & attractive benefits and continuous learning programs
Marken is an Equal Opportunity Employer (EEO)
The incumbent shall be responsible for providing a consistently high level of service to a customer through a dedicated central point of contact for Service Management and problem resolution. He or She shall also be responsible for Improving customer service experience, creating both engaged customers and employees; facilitating organic growth, and shall not be limited to the following:
Participate in the Customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery
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
Establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Take ownership of customer issues and follow problems through to resolution
Set a clear mission and deploy strategies focused on that mission
Analyze statistics and compile accurate reports
Keep ahead of industry developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according to priorities
Improve customer service quality results by studying, evaluating, and re-designing processes
Qualifications & Requirements:
Bachelor’s degree in any related discipline with at least 5 years of CRM experience
Experience managing a Customer Service function is desired
Ability to think strategically and lead
Excellent written and verbal communication skills
Strong client-facing and communication skills
Excellent knowledge of management methods and techniques
Ability to translate your skills to other employees through training and mentoring
Advanced troubleshooting and multi-tasking skills