Job
Description
CRYOPDP has been dedicated to finding solutions for the transport of time- and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. They are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide. JOB TITLE: CUSTOMER RELATIONSHIP MANAGER - HYDERABAD Overall, Mission We are seeking a motivated and detail-oriented Customer Relationship Manager to oversee our customer relationship management (CRM) strategy and drive export operations. This role will combine the key functions of managing customer relationships and enhancing our CRM systems, alongside expanding and managing our export activities. You will be responsible for developing CRM strategies to enhance customer satisfaction, increase loyalty, and maximize sales opportunities, while simultaneously managing the export of our products to global markets, ensuring compliance with international trade regulations, and driving business growth. Main Contribution CRM Management: Build and maintain long-lasting customer relationships by ensuring satisfaction with our products and services. Act as the primary point of contact for customers, addressing inquiries, resolving issues promptly, and ensuring their needs are met. Work closely with sales, marketing, and operations teams to deliver exceptional customer experiences. Monitor customer feedback (surveys, complaints, service reviews) to continuously improve customer relations. Develop and implement customer retention and loyalty strategies. Provide regular reports to senior management on customer satisfaction, service levels, and improvement initiatives. Resolve customer complaints effectively and efficiently, ensuring high-quality service. Regularly communicate with clients to maintain strong, ongoing relationships. Export Management: Supervise and coordinate export team operations to ensure efficient processes and on-time deliveries. Ensure timely cost estimates for quotes provided to the sales team, aligned with customer timelines. Ensure compliance with international export regulations, including customs, shipping laws, and trade agreements. Prepare and process export documentation such as invoices, shipping instructions, certificates of origin, and export declarations. Coordinate with logistics providers to arrange and track international shipments. Maintain strong relationships with freight forwarders, customs brokers, and international service providers. Oversee inventory management, product labeling, and packaging to comply with export standards. Ensure cost-effective shipping solutions and prepare accurate estimates for shipping and customs duties. Conduct audits to ensure compliance with company policies and international export regulations. Provide training to the export team on current export practices, ensuring continued development and knowledge. Review and assess KPIs, identifying opportunities for process improvements and cost reductions. Experience & Education Bachelor’s degree in any Stream. At least 3-5 years of experience in export operations or logistics, with supervisory experience. Familiarity with pharmaceutical sales processes, regulatory standards, and product knowledge is a plus. Language English, Hindi and Telugu or any other regional language will be an added advantage. Specific Experience & Knowledge Required Ability to work in a fast-paced, dynamic environment. Strong problem-solving and analytical skills. Ability to collaborate effectively with cross-functional teams. Knowledge of pharmaceutical products, regulations, and industry trends is an advantage. In-depth knowledge of international trade, export documentation, and shipping regulations. Interpersonal skills ("Essential") Strong communication and interpersonal skills. Proficiency in MS Office (Excel, Word, PowerPoint). Experience with CRM and Export management software. Excellent organizational and multitasking abilities. Detail-oriented with a focus on customer satisfaction. Show more Show less
