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Job Details
Position Summary
World Courier is recruiting for a 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.
- Maintenance of the clinical trial database.
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The successful candidate will cover shifts between 07:00 - 18:00, Monday to Friday, and will need to cover some bank holidays throughout the year.
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 is mandatory. Fluency in Dutch is a plus.
- Strong communication skills - both verbal and written.
- Ability to independently manage multiple tasks, work under pressure and meet deadlines.
- Able to provide relevant ad-hoc information on request.
- Excellent organizational and time management skills.
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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.
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 time
Affiliated Companies
Affiliated Companies: World Courier de Espana, S.A.
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 company's 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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned