UK Sales and Client Relationship Specialist

Overall Mission

The Sales and Client Relationship Specialist will interface with our sales team   to guarantee customer satisfaction.  He/She will support the UK 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 UK 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 UK 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  

Location

Feltham, UK

Interface

Sales team

Operations team

UK Administration manager

Vendor Manager

Pricing manager

UK CRM

Client

Required Skills

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

Must be able to undertake a CAA 5 year background check

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

Language

Fluent in written and oral English

Specific Experience & Knowledge Required

• Healthcare & Life science transportation/logistics expertise

• Basics in quality and regulatory

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

• Project management 

Interpersonal skills ("Essential")

• Customer oriented

• Solutions oriented 

• Creative

• “Make it happen”

• Enthusiastic and Motivated