Operations Support Specialist

Operations Support Representative

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.

The Operations Support Representative will be responsible:

To ensure 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:

• Responsible for uploading of booking/order in CRYOPDP System (CAPS / UnITy).
• Responsible in sending the full details to the LSP including the special instruction.
• Responsible for real-time updating of 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).
• Ensure that all jobs handled will be transferred in the monitoring file on a daily basis.
• Generate reports from CRYOPDP System (CAPS / Unity) to update the client about the shipment status daily.
• Provide exceptional customer support through effective communication and problem-solving.
• Escalation of issues to Operations Support Supervisor to be able to immediately report to the assigned team per client.
• Back-up of Operations Support Supervisor if on vacation/on leave.

Organizational Position:

Manager's Position: Senior Operations Support Supervisor

Location: Manila, Philippines

Interface:

Internal: Group OPS - EMEA, Americas, APAC, Group Sales, Client Relationship Manager

External: Clients, Local Service Provider (LSP) of EMEA, Americas, APAC

Required Skills:

• 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