Customer Study Set-Up Representative

1 day ago

Manila, National Capital Region, Philippines CRYOPDP Full time ₱250,000 - ₱500,000 per year

JOB TITLE: Customer Study Set-Up Representative

Overall Mission:

The Customer Study Set-Up Representative is responsible to ensure that all received studies are accepted, checked, and confirmed within the agreed lead time.

Main Contribution:

  • Booking/Order Management in the CRYOPDP System
  • Upload all received studies into the CRYOPDP System (such as UnITy), ensuring all relevant shipment details are accurately captured.
  • Ensure inclusion of special instructions for shipments (e.g., temperature requirements, LCT, LPT & TAT Hours) and communicate these to Local Service Providers (LSPs) to prevent errors or delays.
  • Communication with Local Service Providers (LSPs)
  • Send Study Letters and Starter Packs to LSPs to ensure all logistics instructions are clear and aligned.
  • Follow up with LSPs to contact the site for collection requests and shipment instructions, and send the Starter Pack.
  • Record Maintenance and Reporting
  • Responsible for managing the internal database for counter checking vs CRYOPDP System
  • Customer Support and Issue Resolution
  • Ensure Study Letters to be provided to the Client once all details are confirmed.
  • Provide exceptional customer support by communicating effectively with clients and resolving problems or issues as they arise.
  • Act as a problem solver to ensure clients are kept informed and satisfied with the status of their shipments.
  • Escalation of Issues
  • Escalate issues to the Study Set-Up Manager, ensuring that the appropriate team is notified promptly to handle urgent matters.
  • The escalation process ensures that client issues are addressed in a timely manner and that there is transparency within the team regarding potential challenges or delays.
  • Backup for Operations Support Supervisor
  • Serve as the backup for the Study Set-Up Manager during vacation or leave, ensuring continuity of operations in their absence.
  • This involves taking over supervisory responsibilities, maintaining workflow, and supporting the team during periods of absence.

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