Responsibilities
* Answer all incoming client and customer telephone calls with the standard World Courier greeting and transfer internal calls to the relevant stakeholders in a timely manner.
* Process client orders received by email and over the phone, ensuring all relevant information is collected and entered into the company's shipment processing system 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 company's shipment processing system to ensure all World Courier teams have access to this information to guide their interactions with clients and customers.
* Liaise with operations warehouse team to ensure efficient shipment processing and coordination.
* Support operations warehouse team with problem solving, track trace and carrier interaction and bookings.
* Actively work as a communication conduit between customer/client and warehouse operations team in "returns" cases.
* Exceed customer's expectations by providing extraordinary service for all customer requests.
* Establish and build strong working relationships with business leaders and key internal stakeholders and work teams to ensure the successful delivery of services to World Courier Australia Clinical Supply Solutions/Third‐party Logistics clients.
* Assist in troubleshooting customer and client issues and by working with internal and external groups to solve client problems and communicate effectively through to resolution.
* Serve as "business owner" for assigned accounts – both internally and externally.
* Assist with meeting program timelines and making adjustments to meet priorities.
* Assist with the development of training curriculum for all program & protocol team members, working with Training Department.
* Assist with the development of project/protocol documents Master Services Agreement, Distribution Service Agreement, Letter of Intent and Statement of Works for World Courier and creating custom Work Instructions specific to manufacturer‐sponsored programs.
* Assist the Quality team in the internal audits performed by World Courier Quality Assurance Department providing input and answers to questions as requested during the process.
* Provide consultation & input into the action plans in collaboration with the Third‐party Logistics/Clinical Supply Solutions Warehouse & Distribution Manager.
* Assist in ensuring that external audit findings, Corrective and Preventive Action and Complaint issues are adequately addressed and actioned to client sign off.
* Responsible for monitoring, assessing and identifying strategies to improve programs.
* Responsible for both document and process change management, as required by manufacturer client.
* Assist with post‐implementation review and reporting, manage ongoing program maintenance and liaison with selected clients.
* Assist in developing and conducting Quarterly Business Reviews, and monthly reporting and KPI's with clients in a timely manner.
* Develop and deliver client presentations as required.
* Develop an ongoing communications program with selected clients and assist with quarterly catch‐up meetings to ensure continued client satisfaction and opportunities to grow the relationships are identified.
* Assist with completion of internal monthly Customer Status and data reports on time.
* Ensure any Customer reports are created, provided and presented as required in conjunction with respective Business Development or Customer Service Managers.
* Monitor Customer Key Performance Indicators internally and coordinate improvement internally with teams (Customer Service, Transport & Distribution Center).
* Proactively identify potential problems with shipments and services and seek tailored solutions to address any issues.
* Be receptive to customer feedback on transport needs.
* Work closely with Account Manager and Warehouse Manager to provide proactive feedback to develop client & customer needs.
* Assist with updating and maintaining the World Courier Australia Third‐party Logistics pricing database in line with information provided from the Finance & Administration Manager.
* 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 World Courier Australia business units to ensure work output is coordinated in an effective manner.
* Contribute to team and organizational 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 Occupational Health and Safety legislation and that any issues are identified and actioned in line World Courier Australia policy.
Qualifications
* Significant customer service experience.
* Account coordination experience.
* Superior analytical skills.
* Outstanding presentation preparation and presenting skills.
* Strong international & domestic geographic knowledge.
* 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.
* Problem 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.
Benefits
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.
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. We will make accommodation determinations on a request‐by‐request basis.
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