Responsible for managing incoming studies in the CRYOPDP System, ensuring accurate orders, and providing exceptional customer support while collaborating with Local Service Providers.
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.
Top Skills
Cryopdp System
Unity
Similar Jobs
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
The End User Services Specialist supports technical setup and provides hands-on support for end-user IT in a new office, ensuring quality service and operational efficiency.
Top Skills:
AutomoxFreshserviceGoogle WorkspaceJAMFSlackWorkspaceoneZoom
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Manager of Account Escalation Analysts leads the team to resolve complex customer issues, enhance service quality, evaluate processes, and foster team success through effective coaching and communication.
Top Skills:
Ai-Powered ToolsBig DataCloud ArchitecturesEnterprise Application SoftwarePredictive ModelsTableau
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Support Account Manager will deliver proactive and reactive services, ensuring customer satisfaction while facilitating communication and coordination among teams and stakeholders.
Top Skills:
AIItilItsmServicenow
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
