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Job Details

Position Summary:

This role is responsible for providing superior client experiences and solutions to all World Courier customers 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:

Process client bookings over the phone, ensuring all relevant information is collected and entered into TMS 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. Ensure that all shipments are followed through, from Job creation in TMS to their Billing after delivery. Update and maintain the World Courier Japan Price list if necessary. Manage and maintain a high level of client Satisfaction.

• Process client bookings, ensuring all relevant information is collected and entered into TMS 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
• Regularly provide clients with details about the progress of their shipment/s and any deviations to the original delivery plan to ensure the smooth transfer of information
• Record all actions and client communications in the central email box or in TMS as appropriate to ensure all World Courier teams have access to this information to guide their interactions with customers
• Liaise with clients to provide "Same Day" and "International PODs" information when received in the system

• Proactively identify potential problems with shipments and services and seek tailored solutions to address any issues
• Liaise with the Operations team to secure the best (most reliable / fastest / most cost-effective route as appropriate) routing for client shipments
• Research new routes and keep up-to-date with airline requirements and timetables to ensure the best options are sourced and recommended to World Courier clients

• Update and maintain the World Courier Japan pricing list as required
• Enter supplier and clients into the pricing system ensuring all information entered is accurate and up to date
• Ensure applicable extra charges are added onto client orders and are recorded in the pricing database
• Develop bills to invoice clients, ensuring relevant charges and taxation rates have been applied

• In consultation with the operations team, keep clients informed as to the progress of their shipment
• Collaborate with the operations team to find appropriate resolutions to operations matters so as to ensure ongoing client satisfaction
• Liaise with the Business Development team to keep them informed about client developments of interest
• Provide information to all WCA business units to ensure work output is coordinated in an effective manner
• Contribute to team and organisational wide discussions by sharing ideas, experiences and recommendations around improving the effectiveness and efficiency of the business

• Effectively collaborate with team members to ensure that the function is operating effectively and efficiently, while maintaining a harmonious team environment
• Ensure compliance with relevant legislation and that any issues are identified and actioned in line WC Japan policy
• Actively promote a culture that follows the AmerisourceBergen Values

• Comply with Customer Service standard operating procedures and policies to ensure that the function is demonstrating consistent practices nationally and is in line with strategic objectives
• Ensure WC Japan compliance with all government legislative and other requirements such as IATA, ISO
• Acquiring and maintaining knowledge and understanding, and complying at all times with: Company Code of Conduct and Policies; World Courier global and WC Japan policies and procedures relevant to the position
• Ensure full compliance with WC Japan quality management systems (GxP)
• Ensure that Time and Attendance is tracked through the World Courier Time and attendance system. Ensure team lead / manager approval for overtime work on weekends and evening as applicable

• Actively promote a culture that values a safe and healthy workplace
• Take reasonable care of, and cooperate with actions taken to protect; the health and safety of both themselves and others. report all accidents, incidents and hazards to their supervisor as soon as is practicable

• Significant customer service experience
• Strong international & domestic geographic knowledge
• An understanding of Imports and Exports processes and statutory requirements
• Sound experience using the Microsoft Office Suite, including Word, Excel and Outlook
• Experience negotiating timelines and pricing with a range of stakeholders

• Strong interpersonal and communication skills
• Sound level of numeracy and demonstrated attention to detail
• Strong time management and organisational skills
• Sound written and verbal communication skills
• Problems solving skills
• Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands
• A calm and customer focused approach
• Ability to use initiative