Operations Support Specialist

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: Operations Support Specialist

Overall Mission

The Operations Support Representative will be responsible:

To ensure timely and accurate delivery of critical medical supplies and products directly to patients by providing exceptional operational support, resolving shipment issues, protecting patient confidentiality, and maintaining effective communication with all stakeholders

Main Contribution :

• Responsible for uploading of booking/order in CRYOPDP System (CAPS / UnITy / CargoWise).
• Responsible in sending the full details to the LSP including the special instructions.
• Responsible for daily updating of status or milestones in CRYOPDP System (CAPS / UnITy / CargoWise) aligned with the shipment and return shipment status in tracking sites.
• Responsible for calling the Local Service Providers to obtain shipping confirmation and updates when not responding to emails.
• Ensure that all jobs are completed and correct in CRYOPDP System (CAPS / UnITy / CargoWise) on a daily basis.
• Ensure that all jobs handled will be transferred in the monitoring file on a daily basis.
• Generate reports from CRYOPDP System (CAPS / Unity / CargoWise) to update the client about the shipment status daily.
• Escalation of issues to Operations Support Supervisor to be able to immediately report to the US Team.
• Back-up of Operations Support Supervisor if on vacation/on leave.

Organizational Position :

Manager’s Position - Senior Operations Support Supervisor

Location - Manila, Philippines

Required Skills:

Profile (experience/education) -

• Proven customer support experience or experience as a Client Service Representative.
• Strong understanding of transportation regulations and compliance requirements
• Customer orientation and ability to adapt/respond to different types of characters
• Strong phone contact handling skills and active listening
• Good problem-solving abilities and analytical skills, with a keen attention to detail.
• Ability to multitask, prioritize, and manage time effectively
• Knowledge of import/Export procedure and documentation.
• Understanding of supply chain management principles.

Language :

• Fluent in English, Other foreign language proficiency is a plus

Specific Experience & Knowledge Required :

• 3 yrs experience in customer service /operations support in the transport or cold chain industry.
• Excellent analytical skills and attention to detail.
• Effective communication and interpersonal skills, with the ability to collaborate across teams.
• Good organization

Interpersonal skills ("Essential") :

• Demonstrates a passion and a responsibility for the client
• Demonstrated problem-solving skills
• Conflict Resolution
• Proactivity
• Team player
• Professional manner, highly organized and goal driven
• Aptitude for following process, attention to details, proposing improvement and getting to root cause of problems
• Strict adherence to established processes and procedures
• Excellent Verbal and written Communication skills