Logistics Manager-USA

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.

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 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. 

Work schedule: 

• Remote
• 12 AM to 8 AM Pacific time, Monday-Friday ]
• Occasional weekends a must

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
• Qualified candidates will have a professional attitude, strong core values, strong ethics and integrity to be considered for this opportunity to join our thriving, growing company
• 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
• 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.

Compensation: starting at $26 hr., commensurate with experience

Included with this role are exceptional benefits, 401K with company match and stock equity. For information about Cryoport, please visit https://www.cryoport.com/