Customer Service Representative-PHL

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.

JOB TITLE: Customer Service Representative (Tempo)

Overall Mission

The Customer Service Representative (Tempo) provides direct support to the Operations Support Specialist by ensuring accuracy and timeliness in order management and vendor coordination. This role focuses on monitoring pick-ups by Local Service Providers (LSPs) and vendors, promptly identifying and correcting errors, and assisting with order bookings and job processing. By maintaining close communication with vendors and internal teams, this position helps safeguard service reliability and contributes to smooth day-to-day operations.

Main Contribution - Key Responsibilities

• Verify jobs picked up by LSPs/vendors and immediately notify them of any incorrect or incomplete pick-ups.
• Support the Operations Support Specialist in order management activities, including booking and uploading jobs into the system.
• Assist in monitoring job statuses across countries to ensure timeliness and accuracy of execution.
• Maintain clear communication with LSPs, vendors, and internal teams to address discrepancies and avoid delays.
• Escalate issues to the Operations Support Specialist or Supervisor as required to ensure resolution.
• Provide general operational support to ensure service levels and customer requirements are consistently met.

Organizational Position

Manager's Position Operations Support Supervisor

Location Manila, Philippines

Interface

Internal

• Operations Team

External

• Local Vendors of Global Control Tower accounts

Required Skills

Profile (experience/ education)

Education: Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or a related field is preferred. Equivalent operational experience may also be considered.

Experience: 0–2 years of experience in logistics coordination, order management, or administrative support. Internship or project-based experience in logistics or supply chain is an advantage.

Technical Proficiency: Basic proficiency in MS Excel, Google Sheets, and logistics/transportation management systems. Willingness to learn and adapt to DHLE systems and processes.

Operational Skills: Strong attention to detail with the ability to verify pick-up records, manage bookings, and ensure accurate job uploads.

Analytical Ability: Capable of reviewing order and pick-up data, identifying discrepancies, and providing timely updates or corrections.

Communication: Clear and professional written and verbal communication skills to coordinate with Local Service Providers (LSPs), vendors, and internal stakeholders.

Problem-Solving & Escalation: Ability to recognize issues quickly and escalate them to the Operations Support Specialist or Supervisor when needed.

Team Collaboration: Works cooperatively with Operations Support Specialists and supports team workflows in a fast-paced environment.

Adaptability & Reliability: Dependable in meeting deadlines and flexible in handling varying priorities within daily operations.

Language

Fluent in English Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or a related field is preferred. Equivalent practical experience may also be considered.
• 0–2 years of experience in logistics, supply chain operations, or administrative support, preferably involving booking, order management, or vendor coordination.
• Familiarity with shipment tracking, order processing, or vendor communication within a logistics environment is an advantage.
• Basic knowledge of booking systems or logistics management platforms, with willingness to learn DHLE tools and processes.
• Experience working with MS Excel, Google Sheets, or similar tools to maintain data accuracy and generate simple reports.
• Exposure to working with vendors, Local Service Providers (LSPs), or internal cross-functional teams to support operational activities is a plus.
• Understanding of escalation protocols and the importance of timely communication to ensure smooth operations.

Interpersonal skills ("Essential")

• Attention to Detail: Demonstrates accuracy in verifying bookings, monitoring pick-ups, and updating records to avoid errors.
• Clear Communication: Able to provide concise and professional updates to Local Service Providers (LSPs), vendors, and internal teams.
• Team Collaboration: Works cooperatively with Operations Support Specialists and supports colleagues in daily operational tasks.
• Customer Orientation: Keeps client requirements in mind when assisting with bookings and resolving issues, ensuring service reliability.
• Problem-Solving Mindset: Identifies discrepancies quickly and escalates them appropriately for timely resolution.
• Adaptability & Reliability: Maintains focus and accuracy in a fast-paced environment while being flexible with shifting priorities.
• Professionalism: Displays responsibility, accountability, and respect in interactions with both internal and external stakeholders.