The Customer Study Set-Up Representative manages the setup and tracking of client studies in the CRYOPDP System, ensuring accurate data entry and timely communication with local service providers. They handle customer inquiries, resolve issues, maintain records, and support the Study Set-Up Manager as needed.
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.
JOB TITLE: Customer Study Set-Up Representative
Overall Mission:
The Customer Study Set-Up Representative is responsible to ensure that all received studies are accepted, checked, and confirmed within the agreed lead time.
Main Contribution:
1. Booking/Order Management in the CRYOPDP System
- Upload all received studies into the CRYOPDP System (such as UnITy), ensuring all relevant shipment details are accurately captured.
- Ensure inclusion of special instructions for shipments (e.g., temperature requirements, LCT, LPT & TAT Hours) and communicate these to Local Service Providers (LSPs) to prevent errors or delays.
2. Communication with Local Service Providers (LSPs)
- Send Study Letters and Starter Packs to LSPs to ensure all logistics instructions are clear and aligned.
- Follow up with LSPs to contact the site for collection requests and shipment instructions, and send the Starter Pack.
3. Record Maintenance and Reporting
- Responsible for managing the internal database for counter checking vs CRYOPDP System
4. Customer Support and Issue Resolution
- Ensure Study Letters to be provided to the Client once all details are confirmed.
- Provide exceptional customer support by communicating effectively with clients and resolving problems or issues as they arise.
- Act as a problem solver to ensure clients are kept informed and satisfied with the status of their shipments.
5. Escalation of Issues
- Escalate issues to the Study Set-Up Manager, ensuring that the appropriate team is notified promptly to handle urgent matters.
- The escalation process ensures that client issues are addressed in a timely manner and that there is transparency within the team regarding potential challenges or delays.
6. Backup for Operations Support Supervisor
- Serve as the backup for the Study Set-Up Manager during vacation or leave, ensuring continuity of operations in their absence.
- This involves taking over supervisory responsibilities, maintaining workflow, and supporting the team during periods of absence.
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