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QuickSTAT Air Logistics Operational Key Account Manager
2 months ago
Air Logistics Operational Key Account Manager to join our
Air Logistics team. Your Role As an Operational Key Account Manager (OKAM) at QuickSTAT, your primary responsibility is to ensure the success and satisfaction of our key customers. You will play a crucial role in building strong, long-lasting relationships with clients and act as their primary point of contact within our organization. The OKAM position is a vital link between QuickSTAT and our valued customers, serving as their dedicated advocate and ensuring their needs are met with utmost dedication and efficiency. Your Responsibilities
- Customer Relationship Management: Build and nurture strong, long-lasting relationships with key customers. Understand their business needs, challenges and goals to provide personalized support and guidance.
- Customer Success Planning: Develop customer success plans, outlining clear objectives, milestones, and timelines to achieve customer goals. Regularly review progress with customers and adjust plans as needed.
- Issue Resolution: Act as the first point of contact for customer inquiries, issues, or escalations. Collaborate with internal teams to address customer concerns promptly and effectively.
- Product Expertise: Develop a deep understanding of our products/services and stay up-to-date with product enhancements and features. Provide product demonstrations and training to customers as needed.
- Renewals and Upsells: Proactively identify opportunities for account growth and expansion. Collaborate with the sales team to drive renewals and upsell additional products or services.
- Customer Feedback: Gather customer feedback and insights, and share them with relevant internal teams. Advocate for customer needs and contribute to product/service improvements.
- Customer Health Monitoring: Continuously monitor customer health metrics to identify potential churn risks and take proactive measures to retain customers.
- Customer Advocacy: Serve as a customer advocate within the company. Champion the customer's voice and requirements during internal discussions and decision-making processes.
- Understand and control Client specific requirements/shipments via QuickTrack.
- Ensure adequate training for all team members to maximize the use of QuickTrack.
- The Lead Screens and Bucket systems managing shipments is the responsibility of the CRM's within their team.
- Complete and send client reports (Daily, KPI's, QBR's) in accordance with specific client requirements/agreements.
- Complete formal investigation reports and associated CAPA reports in accordance with the Company SOP.
- Maintain the IR & CIR Log per Branch Requirements.
- Attend Monthly CIR Meeting and present on Managed Business Support Unit, focusing on Client issues & Support requirements.
- Ownership of all live shipments.
- Understand the Company Escalation SOP.
- Undertake client visits as requested by clients and the commercial group.
- Customer Services
- Specialist (Biopharm) Courier Operations
- Excellent Broad understanding of Courier Operations including Import / Export / Warehouse & Transport.
- Excellent understanding of World Geography.
- Specific knowledge of Clinical Trial Logistics to include:
Temperature Controlled Shipping and packaging.
Clinical Trial Courier Operations and client set up
Broad understanding of
regulatory requirements specific to Clinical Trial Logistics. - Problem analysis and problem-solving
- Teamwork skills and strong self-motivation ability.
- Good numeric / financial ability.
- Ability to work successfully under pressure
- Excellent time management skills.
- Good computer skills, Word / Excel / PowerPoint essential
- Communication skills
- Decision-making ability.
- Planning and organising
- Initiative
- Flexibility
- Industry
Experience ensuring ability to in act all tasks / responsibilities listed above. - Team supervisor or
management experience - Minimum 5 years Industry Experience.
- GDP Training and Qualifications specific to Transportation
- IATA Dangerous Goods by Air certification.
- IT / Computer literacy qualifications.
