Associate Telesales Specialist

CRYOPDP, now part of DHL Supply Chain, has been dedicated to finding solutions for the transport of time - and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. We are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.

Overall Mission

The Telesales team is in constant relationships with our customers,  managing a specific portfolio of customers  with the objective of being the sales representative of dedicated customers  with the highest possible customer retention, ensuring the delivery of consistent superior levels of customer satisfaction to CRYOPDP's customer portfolio. 

The primary responsibility is to manage his portfolio of dedicated customers and acquire new business.

It is his responsibility to attend to the requests, questions, needs  of our customers and provide the best possible answers and solutions to their queries. Handle high volumes of low to medium-complex customer requests and incidents. 

Deliver adapted quotations to reach clients needs.

To guarantee customer satisfaction in the implementation of temperature-controlled logistics solutions in compliance with the commitments made, particularly in terms of operational and regulatory qualities. Collaborating with internal teams to develop and enhance customer-centric interactions.

Main Responsibilities

 Customer requests

• Send prices for non standard quotations 

• Send prices for standard quotations and existing tariffs 

• Process collection request orders received via email or phone, and insert them on the system

• Verification of order information (address, contact, boxes, order reference, proforma....)

• Entering specific customer information (customer file)

• Entering trade discounts

• Price modification in Unity in case of an input error or Unity bug

• Systematic order renewal management

Develop and acquire new business

• Develop the turnover generated by a dedicated portfolio - Acquire new businesses and develop it.

Internal interactions

• Contact LSP or logistics department for follow-up, management of transport anomalies, request for non-invoicing of transport and keep in touch with the client.
   

Build and develop excellent customer relationships

• Provide service information according to customer needs 

• Develop and maintain knowledge of all services offered by the company and can promote specific services according to the marketing tactics and promotions periods

• Respond to customer inquiries within agreed SLAs, by calls or emails 

Required Skills

• Diploma / Tertiary /High School

• Operations Experience – Pharma Logistics / General Logistics –  minimum 2 yr exp

• English, French (Compulsory written and spoken)

• Sales Background 

• Understanding of the pharmaceutical specialist courier sector (not mandatory)

• Understanding of the requirements and specifications in the logistics field (preferential)

• Able to understand and comply with established company policies and procedures 

• Proficient in Google 

• Excellent verbal and written communication skills

• Team player

• Demonstrated problem-solving skills

• Ability to manage projects and multi-tasks 

• Excellent organizational skills

• Strong self-motivation and the ability to work and think independently

• Organization and prioritization skills with strong attention to detail

• Demonstrates a passion and a responsibility for the client