Rep II - Customer Service Shared Services
Rep II - Customer Service Shared Services
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1 Vacancy
Job Description
Our team members are at the heart of everything we do. At Cencora we are united in our responsibility to create healthier futures and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
Job Details
Summary:
This role is responsible for providing superior client experiences and solutions to our Major Customers Clinical Trial Sites/Clinical Research Associate to ensure their needs and expectations are met and exceeded and that the reputation of the Company is enhanced during each engagement.
Key accountabilities include to; study/project setup and coordination process client bookings over the phone/emails ensuring all relevant information is collected and entered into our internal systems in a timely and accurate manner. Manage and resolve routine client issues and complaints in a friendly and professional manner ensuring clients are satisfied with resolutions provided.
Responsibilities:
Manage Study/Project setup coordination and maintenance into our internal system
Manage communication with customers World Courier offices and local sites/Clinical Research Associate on study/project setup
Prepare & send site packs with all applicable shipping documentation and instructions for clinical trials in Bio Star under our control. Ensure accurate and timely update into system
Keep up to date with global daily bulletins & current issues highlights on the intranet
Identify customers transport needs/requirement
Answer telephone calls and provide information/assistance as required
Provide quotes/estimates including pick up time and expected delivery time to customers on demand
Liaise with Dispatch to arrange suitable pick-up times
Provide best logistic solutions on job-by-job basis
Create jobs using internal systems
Enter all packaging/refrigerants required into each job
Enter Special Instructions into each job as required
Assist the customer/shipper to prepare documentation (invoice etc.)
Search & utilize best route/flight(s) for each shipment
Monitoring shipment progress from job creation to post delivery
Update customers/shippers in a timely manner of delays affecting agreed delivery time or as required
Document all communication in job notes under the applicable note heading
Investigate and respond to all billable service failures
Liaise with Business development department to meet clients demand
Provide shipment reports to customers when required
Any additional tasks as required by management
.
Qualification:
Tertiary certification
Experience:
Minimum 5 yrs proven excellent customer service experience and client relationship
Project management/coordination experience clinical trial knowledge preferred
An understanding of Imports and Exports processes and statutory requirements
Sound experience using the Microsoft Office Suite including Word Excel and Outlook
Industry experience
Soft skills to work as a team manage clients and internal stakeholders
Minimum Skills Knowledge and Ability Requirements:
Excellent communication skill in both written and verbal English
Detail oriented self-motivated
Able to work under pressure and meet tight deadlines
Ability to work independently accurately efficiently with minimal supervision
Excellent analytical problem-solving skills
Dedication to continuous improvement
Receptive to change and new ideas plus ability to generate new ideas and concepts
Able to provide relevant information on request
Able to prioritize workload which may change throughout the day
Remain calm under pressure
Proficient with Microsoft Applications Eg: Outlook Word and Excel
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full timeAffiliated Companies
Affiliated Companies: World Courier Singapore Pte Ltd.Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.
The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Employment Type
Full-Time
