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 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:
1. 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.
2. 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.
3. Record Maintenance and Reporting
- Responsible for managing the internal database for counter checking vs CRYOPDP System
4. 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.
5. 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.
6. 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.
What We Do
UFP Industries is a holding company whose operating subsidiaries – UFP Packaging, UFP Construction and UFP Retail Solutions – manufacture, distribute and sell a wide variety of products used in residential and commercial construction, packaging and industrial applications. Founded in 1955, the company has operations in North America, Europe, Asia and Australia.
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