Client Relationship Manager

The Client Relationship Manager will manage, mentor, and motivate a team within the US Operations department, while being the driving force to ensure that consistent and efficient service is delivered to all internal and external customers.

They will be the principal contact for a predetermined group of clients in addition to handling requests received from new clients brought on by the Biocair Business Development team, liaising with them on a regular basis to ensure customers receive the highest levels of customer service excellence in all their interactions with Biocair. 

They will also act on behalf of the Logistics and Station Managers when required.

Responsibilities will include:

• Managing the team to ensure that Biocair offers optimal routing and packaging solutions to our clients, while exceeding customer expectations on service levels and costs.
• Participating in client audits and addressing operational inquiries as needed. Organizing and attending customer meetings and teleconferences as required.
• Coordinating the preparation and communication of service quotations to customers and acting as a liaison between the commercial and finance teams where appropriate.
• Providing guidance and expertise to internal and external customers in relation to specific queries – including but not limited to export and import regulations and temperature-controlled shipping solutions.
• Promoting regular communication and optimizing each interaction with our clients to ensure that Biocair achieves and maintains the highest levels of customer service and care.
• Oversight of quality events and customer complaints. Ensuring timely completion of root cause analyses, issue resolution, CAPA implementation and handling reports.
• Using experience, training, and personal judgement to identify and resolve complex operational issues.
• Encouraging collaboration with other teams, departments and offices in the US and globally to achieve Biocair’s company objectives and drive a global team ethos forward.
• In collaboration with the Logistics and Station Manager, designing and implementing action plans through preparation of local goals and objectives to annually meet the company strategic priorities.
• Preparing and analyzing appropriate data to continuously improve performance. Designing and implementing action plans to meet and exceed company KPI targets.
• Mentoring, coaching, and supervising a team within Biocair’s US Operations department, behaving as a role model and leader for customer service excellence. Motivating and energizing the team to offer service that exceeds our customers’ expectations.
• Identifying and implementing training needs or information awareness to improve the levels of service offered.
• Behaving as an advocate for positive change by promoting and fostering a team culture of reflective learning and continuous improvement. Enabling and empowering individuals within the team to implement improvements to existing processes or systems.
• Performing out of hours and on call duties on weekdays and weekends as required.

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community; based on the highest levels of care, expertise and precision; enabling our customers to retain absolute focus on research and development.

In addition, you will demonstrate these key competencies:

• Ability to work well under pressure.
• Proven previous experience working in a similar CRM role ideally within the cold chain, time/temperature sensitive multimodal freight forwarding or pharmaceutical industry ideally within logistics or supply chain setting. 
• International import and export experience is desirable.
• Multilingual – in particular Spanish language skills (both written and verbal)

In return we offer:

• Between $75,000 and $85,000 per annum commensurate with experience
• Bonus scheme 
• Health, vision, and dental insurance
• Employee Assistance Program
• 401K with generous match
• PTO

Please note this is a full time role, 40 hours per week, Monday to Friday between 08:00 to 18:00 and the role is offered as fully onsite based from our Raleigh office (NC 27513).

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

All offered candidates are subject to pre-employment screening which includes a denied party background check, a motor vehicle records check, and an E-Verify work authorization check.

Please be aware that we are NOT inviting recruitment agencies to submit candidates for this role and as such any approaches will be rejected. Thank you for your understanding.

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