Sales & Client Relationship Specialist

CRYOPDP has been dedicated to finding solutions for the transport of time- and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. They are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.

Overall Mission

The Sales and Client Relationship Specialist will interface with our sales team to guarantee customer satisfaction. He/She will support the PL Sales team in the local area and will implement temperature-controlled transport solutions in compliance with the commitments made and collaboration with the commercial team. He/She will as well contribute to the sales growth with the objective to contribute in the development of the SME portfolio proactively as well as creating tools and enabling the BD to prospect for new business opportunities and working hand on hand on key leads with the BD of his zone. He/She will support as well the BD’s for specific presentations and supporting materials for client meetings. This person is responsible for ensuring that the key client's business and satisfaction is always at the heart of CRYOPDP’s strategic approach

Main Contribution

1/ Customer satisfaction/

• Proactively initiate follow-up of client requests to ensure client satisfaction as required by the Business Development team

• Validate new-opportunities to achieve account plan, revenue and client satisfaction targets

• Implements and manages the process required for successful service performance in line with the quality/ regulatory requirements and the SOP/SLA agreed with the customer. ○ ensure the quality of the communication (internally and externally) ○ set up and follow relevant KPIs for ensuring the quality service service vs commitment to the client

• Organize internal/external meetings as needed and attend the quarterly business reviews with the Business Development team and client as needed

• Participate in face to face meetings with the Business Development team when required.

• Ability to identify client’s needs/challenges and contribute to retention and growth efforts.

• Provide PL team client specific instructions/training in order to ensure the right level of knowledge and skills expected by the customer

• Develop a shared Customer Experience culture in the PL office.

• Suggest continuous improvement in order to enhance the service performance and challenges to find the most efficient solution (cost versus service)

• Manage the customers CAPA and suggest corrective actions in order to ensure improvement for the future

• Be proactive and anticipate new ideas and business implementation tools

• Lead in the planning and implementation of projects and new client onboarding

• Generate customized reporting, basic presentations and any other documentation required for client meetings as requested by the Business Development Management team

• Monthly reporting to management for reviewing the status us overall country results

2/ SME sales growth acceleration

• He/She is responsible to find ways to develop and acquire new customers within the SME segment and identify Key opportunity to transfer to the BDs proactively call the SME portfolio

• Profile leads and provide a summary to the Business Development team

• Managing and growing a small business account portfolio to ensure growth and retention

• Lead hand over to Business Development Team

Required Skills

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.

Fluent in English

Specific Experience & Knowledge Required

• Healthcare & Life science transportation/ logistics expertise

• Basics in quality and regulatory

• Process oriented and ability to define and improve workflows

• Project management