Logistics Manager

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.

Job Title: Logistics Manager

Job Category: Staff

Department/Group: Sales & Marketing: Logistics

Reports To: Shift Lead (Logistics Manager or Sr. Logistics Manager, depending on shift)

FLSA: Non-Exempt

Travel Required: N/A

Job Description

POSITION SUMMARY

The Logistics Manager is a mid-level position within the Logistics Management team, which is a subset of Cryoport's Customer Service department. The Logistics Manager position is responsible for the operational management of Biopharma and Animal Health client accounts which includes Client assistance and communications, quote and order processing, logistics management, exception handling, carrier communications and escalations.

This Logistics Manager role requires pro-activity, independent thinking, decision-making skills, as well as the ability to understand circumstances for escalation, follow escalation procedures and effectively communicate with the client and internal management regarding sensitive situations.

PRIMARY RESPONSIBILITIES (include but are not limited to)

Quote Processing

Professional and effective response to prospective client inquiries by phone and email.

Coordination with sales department and quote desk to access client needs. Analysis, calculation, and determination of equipment required to fulfill client needs.

Request of shipping rates from various couriers from the Cryoport network.

Creation of quotes via data entry in the web portal.

Timely fulfillment of quote requests from clients and sales department. Order Processing

Creation of new clients and orders via data entry in the web portal.

Review and approval of orders in the web portal.

Credit card payment processing via merchant web portal.

Booking of shipments via integrators, freight forwarders, and specialty couriers.

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 issues.

Ongoing, clear, concise, professional communication with the client, salesperson, and quality assurance regarding the status of orders. Training

Conduct training for clients and internal staff on dry shipper specifications and accessories.

Conduct training for clients and junior teammates on the use of the Cryoportal.

COMPETENCIES & PERSONAL ATTRIBUTES

Effective and proactive management of client's expectations.

Interaction with internal departments such as: operations, program management, quality assurance, accounting, and sales.

Effective management and organization of open orders to ensure adherence to agreed-upon schedules.

Possibility of being on call depending on demands of workload.

Ability to listen, understand and evaluate logistical issues.

Ability to solve practical problems (logistical & 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. Ability to develop professional, supportive relationships with clients, carriers, vendors and internal employees.

Passion for, and alignment with, Cryoport's mission.

A change agent and strong collaborator who is not afraid of challenging status quo.

An individual who brings strong core values, quality, ethics, and integrity.

A collaborative team player who embraces and champions the culture.

Strong work ethic and ability to deliver results and meet commitments in a dynamic environment.

Exceptional and dynamic communications skills with the ability to inspire and influence people at all levels, build consensus and commitment, and effectively drive change throughout the organization at a rate that fits the corporate culture.

Exceptional organizational and planning skills, strong analytical abilities, and process orientation.

Demonstrates a business process orientation to developing solutions.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Education/Certification

College or experience equivalent preferred

High school diploma or GED required.

Special Knowledge/Skills

Multiple languages (written and spoken) are preferred.

Excellent English written and verbal communication skills required. Experience

Relevant Customer Service experience.