Senior Manager Customer Service

Carrollton, TX - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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

PRIMARY DUTIES AND RESPONSIBILITIES:

World Courier Inc. - Lead a team focused on technical support in the areas of documentation review all aspects of regulatory review and compliance training and performance optimization for World Courier operational and customer service departments. Provide technical support for customer service and operations. Create issue resolutions by reviewing customer service and operational issues as they relate to Standard Operating Procedures (SOPs). Assist in the creation of client specific and operational SOPs as well as develop service options by researching and providing new World Courier and vendor options. Implement and understand new technology to increase productivity and performance. Develop and manage a comprehensive and coherent expert compliance management program for Operations and Customer Service. Keep a log of issues related to non-compliance and provide a monthly report to the US Director of Customer Service and the US Director of Operations. Work with the Customer Service and Gateway Managers to establish procedures for handling regulated shipments including Dangerous Goods to mitigate compliance risk. Develop and conduct annual compliance awareness training related to US export regulations (EAR ITAR OFAC DEA US FWS FTR etc.). Conduct periodic internal export compliance audits (risk assessment) to identify areas of vulnerability and implement preventive actions and training to mitigate compliance risk. Communicate regulatory changes in US Export regulations as well as answer clients inquiries related to US Export regulations and World Courier policy and practices. Resolve export compliance issues and communicate new procedures if warranted and necessary to mitigate export compliance risk. Liaise with World Customs Brokerage on best practices and procedures for shipments subject to export clearance (US Fish & Wildlife ITAR etc.). #LI-DNI

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Eleven years of progressively responsible experience in customer success account management business development or a related role within the supply chain and clinical trial supply industry. Experience must include: Acting as an account owner to ensure improved NPS satisfaction loyalty and identification of growth opportunities; Triage matrix and project management skills for global pharmaceutical logistics; Transforming logistics performance analytics into actionable insights for continuous improvement of logistical supply chain including defining and tracking key performance indicators (KPIs) and customized action plans at the customer level to resolve immediate concerns and enhance long-term customer satisfaction and life cycle; Developing new service offerings in keeping with changing market and customer behaviors in pharmaceutical logistics including collaborating with cross-functional product teams to align solutions with evolving customer needs; Performing go-to market planning at the customer level inclusive of supply chain logistics support packaging pricing and temperature management applications complaint with Good Distribution Practice (GDP) considerations in a pharmaceutical logistics industry; Managing business transformation projects including process improvement automation and efficiency initiatives for pharmaceutical logistics.

What Cencora offers

We provide compensation benefits and resources that enable a highly inclusive culture and support our team members ability to live with purpose every addition to traditional offerings like medical dental and vision care we also provide a comprehensive suite of benefits that focus on the physical emotional financial and social aspects of wellness. This encompasses support for working families which may include backup dependent care adoption assistance infertility coverage family building support behavioral health solutions paid parental leave and paid caregiver leave. To encourage your personal growth we also offer a variety of training programs professional development resources and opportunities to participate in mentorship programs employee resource groups volunteer activities and much more. For details visit time