Client Care Specialist

3 weeks ago

Irvine, United States Cryoport Systems Full time

Cryoport Systems is the life science industry’s most trusted provider of supply chain solutions for temperature-sensitive materials, serving biopharmaceutical, IVF and surrogacy and animal health organizations around the world. Cryoport Systems' proprietary Cryoport Express® shippers, Cryoportal® Logistics Management Platform, leading-edge Smartpak Condition Monitoring System and geo-sensing technology paired with unparalleled logistics expertise and 24/7/365 customer support, make Cryoport Systems the end-to-end temperature controlled supply chain partner that you can trust.

Client Care Specialist

Irvine, California

On-site
- Cryoport (Nasdaq: CYRX) is proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide._
- Cryoport proudly provides families with IVF shipping services to ensure that precious reproductive materials are handled with care from clinic to clinic, safely and securely. Cryoport provides superior customer service and nonstop shipment monitoring to give families peace of mind._

The Reproductive Services department in Irvine, CA is seeking a Client Care Specialist, contract to hire, to coordinate with reproductive medicine clients on pricing, order processing, client communications, carrier communications and web portal documentation. Preferably, this person should have prior experience in the logistics and medical industries. Must have a keen eye for attention-to-detail and exceptional typing skills.

The Client Care Specialist is responsible for the management of our logistics offering which includes sales quotes (pricing, time duration) and logistics management (order processing, exceptions escalation, client communications, carrier communications/escalations, web portal documentation). This position requires one who is able to think independently, make good decisions, understand escalation procedures and circumstances for escalation, and effectively communicate with clients and internal management regarding sensitive situations.

Cryoport seeks experienced professionals with the talent and drive to meet our high standard of quality and customer service.

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS- Prior customer service experience with face-to-face interactions in call center environment- High school diploma or GED required- Accustomed to working independently and efficiently- Prior experience with logistics management and customer service required- Prior experience with medical/clinical/patient relations a plus- Prior call center experience preferred- Bachelors or Associates degree a plus

PRIMARY RESPONSIBILITIES INCLUDE (but are not limited to)- Effective and proactive management of clients’ expectations.- Interaction with internal departments such as operations, accounting, management, sales, etc.- Effective management and organization of open orders to ensure adherence to agreed-upon schedules.- Professional and effective response to prospective client inquiries by phone.- Creation of quotes via data entry in the web portal.- Manipulation of Microsoft Word templates.-
- Creation of new clients and orders via data entry in the web portal.-
- Coordination with Cryoport Logistics Department for shipping options and rates.- Review and approval of orders in the web portal.- Credit card payment processing via merchant web portal.- Shipment tracking via courier scans and GPS monitor.- Professional and precise documentation of order status and communication in the web portal.- Follow-up and escalation with couriers for delays or other shipment exceptions.- Ongoing clear, concise, professional communication with the client, salesperson, and quality assurance regarding the status of orders.COMPETENCIES AND PERSONAL ATTRIBUTES- Ability to listen, understand and evaluate logístical issues- Ability to solve practical problems (logístical & situational) and deal with multiple variables- Ability to make effective, timely, and appropriate decisions- Ability to evaluate the necessity and timeliness for escalation of issues to management- Ability to professionally and effectively complete next step recommendations- Excellent English written and verbal communication skills- Multiple languages (written and spoken) is preferred- Effective and proactive management of client’s expectations- Interaction with internal departments such as operations, accounting, management and sales.- Effective management and organization of open orders to ensure adherence to agreed-upon schedules- Effective handling of multiple phone calls- Proficient and efficient computer skills

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