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Jobs or company...

Operations Support Representative

Salary undisclosed

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Full time, on-site

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.

OVERALL MISSION

The Operations Support Representative will be responsible for ensuring timely and accurate delivery of critical medical supplies and products directly to patients by providing exceptional operational support, resolving shipment issues, protecting patient confidentiality, and maintaining effective communication with all stakeholders.

MAIN CONTRIBUTION

  • Ensure all sensitive information is kept confidential
  • Responsible for ensuring that CRYOPDP is capable of DtP service
  • Responsible for booking the DtP Shipment to the accredited LSP
  • Responsible for uploading bookings and orders in CRYOPDP System (CAPS / UnITy)
  • Responsible for sending the full details to the LSP, including the special instruction
  • Responsible for real-time updates / status or milestones in CRYOPDP System (CAPS / UnITy), aligned with the shipment and return shipment status in tracking sites
  • Responsible for calling the Local Service Providers to obtain shipping confirmation and updates when not responding to emails
  • Responsible for maintaining accurate and up-to-date shipment records within the CRYOPDP System (CAPS / UnITy)
  • Responsible for ensuring that all jobs are handled and will be transferred into the monitoring file on a daily basis
  • Responsible for generating reports from CRYOPDP System (CAPS / Unity) and updating clients about their shipment status on a daily basis
  • Responsible for providing exceptional customer support through effective communication and problem-solving
  • Ability to escalate issues to Operations Support Supervisor and immediately report to the Global DtP Team
  • Ability to act as a back-up for the Operations Support Supervisor when on vacation or leave

Profile (experience/education)

  • Proven customer support experience or experience as a Client Service Representative.
  • Strong understanding of transportation regulations and compliance requirements
  • Customer orientation and ability to adapt/respond to different types of characters
  • Strong phone contact handling skills and active listening
  • Good problem-solving abilities and analytical skills, with a keen attention to detail.
  • Ability to multitask, prioritize, and manage time effectively
  • Knowledge of import/Export procedure and documentation.
  • Understanding of supply chain management principles.

Language

Fluent in English

Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

  • 3 yrs experience in customer service / operations support in the transport or cold chain industry.
  • Excellent analytical skills and attention to detail.
  • Effective communication and interpersonal skills, with the ability to collaborate across teams.
  • Good organization and data management skills

Interpersonal skills ("Essential")

  • Demonstrates a passion and a responsibility for the client
  • Demonstrated problem-solving skills
  • Conflict Resolution
  • Proactivity
  • Team player
  • Professional manner, highly organized and goal driven
  • Aptitude for following process, attention to details, proposing improvement and getting to root cause of problems
  • Strict adherence to established processes and procedures
  • Excellent Verbal and written Communication skills
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