Client Relationship Manager

Overall Mission

The Client Relationship is accountable for cultivating and maintaining strong partnerships with our Direct-to-Patient (DtP) clients. This role encompasses delivering exceptional customer service, implementing and overseeing compliant temperature-controlled transport solutions, and collaborating effectively with cross-functional teams. To ensure operational excellence, the CRM will own the end-to-end process, from order initiation to cash collection for all DtP client accounts.

Main Contribution

• Building and maintaining strong relationships with key DtP clients.

• Collecting and analyzing customer data to identify trends and opportunities for improvement

• Ensuring exceptional customer service through timely responses and issue resolution

• Exceeding client expectations in terms of service quality and deliver performance

• Streamlining the end-to-end process to improve efficiency

• Identifying process improvement opportunities and implementing solutions

• Collaborating with cross-functional teams to optimize operations

• Proactively identifying and addressing potential risks to client relationships and business operations

Organizational Position

Manager’s Position : CRM and Special Project Manager

Location : Manila, Philippines

Required Skills Profile (experience/ education)

• 2-5 years in customer service in a healthcare/life sciences transportation and logistics related environment

• Associate degree level in Logistics, Supply chain, International Commerce, Business, or Finance and/or relevant experience. Manage time effectively

Language

Fluent in English

Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

• Healthcare & Life science transportation/logistics expertise

• Process oriented and ability to define as well as improve workflows

• Excellent analytical skills and attention to detail.

• Effective communication and interpersonal skills, with the ability to collaborate across teams.

• Good organization and data management skills

Interpersonal skills ("Essential")

• Customer oriented

• Solutions oriented

• Demonstrates a passion and a responsibility for the client

• Professional manner, highly organized and goal driven

• Aptitude for following process, attention to details, proposing improvement and getting to root cause of problems

• Demonstrate a strong commitment to following existing guidelines and processes

• Ability to identify process inefficiencies and recommend improvement

• Excellent verbal and written communication skills