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 Customer Service Executive (1st level support) provides high-quality customer service with the objective of being a key contributor to customer loyalty and the highest possible customer retention, ensuring the delivery of consistent superior levels of customer service to CRYOPDP’s customer base.

The primary responsibility is to attend to the needs of our customers and provide the best possible solutions to their queries. 

This role:

• Handles high volumes of low to medium-complex customer requests and incidents and escalates requests/problems to 2nd or 3rd-level support when first-contact resolution is not achieved.
• Guarantees customer satisfaction in implementing temperature-controlled transport solutions in compliance with the commitments made, particularly in terms of operational and regulatory qualities.
• Collaborates with internal teams to develop and enhance customer-centric interactions.

Main Contribution

• Professionally handle incoming requests from internal and external customers and ensure that issues are resolved promptly and thoroughly.

• Respond to customer inquiries within agreed SLAs.

• Build and develop excellent customer relationships. Providing service information.

• Process collection request orders received via email, telephone, and web/customer portal.

• Tracking and tracing of consignments to ensure that deliveries are complete within agreed timeframes.

• Inform customers of the latest booking times and required documentation. 

• Develop and maintain knowledge of all services offered by the company.

• Support the implementation of new products and services.

• Demonstrate effective oral and written communications with customers and stakeholders.

• Refer to customer tariffs and in-house pricing tools to issue quotations.

• Enter charges into the in-house system for invoicing.