Customer Service Representative, supporting clinical trial projects for some of World Courier's key clients. Primary contact for specific clinical trial clients, providing dedicated operational and customer service support by:

• Handling enquiries, bookings and reports.

• Planning shipping solutions according to the specific requirements of each clinical study.

Primary Duties and Responsibilities

• Handling enquiries from clients, agents and World Courier offices via phone and email.

• Receive booking via phone/email and create order in World Courier system.

• Monitor and track ongoing shipments, reacting to any deviation from the plan.

• Keep clients and World Courier offices updated to the status of their shipment, especially in regard to delays.

• Action notes sent and received in the system.

• Determine which shipping solution should be used for certain shipments and any packaging issues.

• Communicate any temperature results as soon as possible after delivery, checking and noting any deviations.

• Compile daily, weekly and monthly study specific reports, follow up reports and noting any deviations.

• Compile daily, weekly and monthly study specific reports. Follow up reports and performance reports.

• Recognizes important information and makes immediate use of this information (Holiday lists, All Station emails, Ops memos).

• Work with regulations (ADR/DGR/AITA) as well as local laws and guidelines.

• Build and maintain relationships with World Courier offices and clients.

Candidate Requirements

• Education of graduate or similar.

• English language to a very high level, both verbal and written.

• Previous B2B (business to business) customer service experience - ideally internationally.

• Experience with the logistics and/or pharmaceutical sectors would be beneficial.

• Professional and confident presentation skills.

• Proficiency with working tools such as PowerPoint, Excel and Word

• Fluency in English.

• Strong communication skills – both verbal and written.

• Ability to independently manage multiple tasks, work under pressure and meet deadlines.

• Strong team working skills are essential.

• Able to provide relevant ad-hoc information on request.

• Excellent organizational and time management skills.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• College education and /or industry experience preferred.

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education. Normally requires zero (0) to two (2) years directly related experience.

REPORTS DIRECTLY TO:

International Customer Service Manager and Supervisors

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Strong customer service skills Strong interpersonal skills, positive attitude & self-motivated Good decision making skills Good analytical skills Ability to communicate effectively both orally and in writing Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction Familiarity with World Courier services and operations Strong organizational skills; attention to detail Basic knowledge of Microsoft Word, Excel and inventory management system Strong typing/data entry skills

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Schedule