Cryoport, Inc. is redefining temperature controlled supply chain support for the life sciences industry by continually broadening its platform of solutions, serving the biopharma, reproductive medicine and animal health markets.
The Operations Support Representative will be responsible:
To ensure timely and accurate delivery of critical medical supplies and products directly to patients by providing exceptional operational support, resolving shipment issues, protecting patient confidentiality, and maintaining effective communication with all stakeholders
Main Contribution
Responsible for uploading of booking/order in CRYOPDP System (CAPS / UnITy).
Responsible in sending the full details to the LSP including the special instruction
Responsible for real-time updating of status or milestones in CRYOPDP System (CAPS / UnITy) aligned with the shipment and return shipment status in tracking sites.
Responsible for calling the Local Service Providers to obtain shipping confirmation and updates when not responding to emails
Responsible for maintaining accurate and up-to-date shipment records within the CRYOPDP System (CAPS / UnITy)
Ensure that all jobs handled will be transferred in the monitoring file on a daily basis.
Generate reports from CRYOPDP System (CAPS / Unity) to update the client about the shipment status daily.
Provide exceptional customer support through effective communication and problem-solving
Escalation of issues to Operations Support Supervisor to be able to immediately report to the assigned team per client.
Back-up of Operations Support Supervisor if on vacation/on leave.
Organizational Position
Manager’s Position: Senior Operations Support Supervisor
Location: Manila, Philippines
Interface
Internal: Group OPS - EMEA, Americas, APAC, Group Sales, Client Relationship Manager
External: Clients, Local Service Provider (LSP) of EMEA, Americas, APAC
Required Skills
Proven customer support experience or experience as a Client Service Representative.
Strong understanding of transportation regulations and compliance requirements
Customer orientation and ability to adapt/respond to different types of characters
Strong phone contact handling skills and active listening
Good problem-solving abilities and analytical skills, with a keen attention to detail.
Ability to multitask, prioritize, and manage time effectively
Knowledge of import/Export procedure and documentation.
Understanding of supply chain management principles.
Language: Fluent in English, Other foreign language proficiency is a plus
Specific Experience & Knowledge Required
3 yrs experience in customer service / operations support in the transport or cold chain industry.
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")
Demonstrates a passion and a responsibility for the client
Demonstrated problem-solving skills
Conflict Resolution
Proactivity
Team player
Professional manner, highly organized and goal driven
Aptitude for following process, attention to details, proposing improvement and getting to root cause of problems
Strict adherence to established processes and procedures
Excellent Verbal and written Communication skills
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What We Do
Cryoport Systems is a market leader in globally integrated temperature-controlled supply chain support for critical, irreplaceable products and materials in the Life Sciences industry. We are already trusted to support over 650 active clinical trials and we support the leading commercial therapies worldwide, delivering unparalleled, integrated supply chain services for products, therapies and treatments requiring unique, specialized temperature-controlled management. As the Life Sciences constantly evolve and advance, so do we.
