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Job Details

Position Summary:

This role is responsible for providing superior client experiences and solutions to our Major Customers, Clinical Trial Sites/Clinical Research Associate 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; study/project setup and coordination, process client bookings over the phone/emails, ensuring all relevant information is collected and entered into our internal systems 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.

Primary Duties and Responsibilities:

Manage Study/Project setup, coordination, and maintenance into our internal system

Manage communication with customers, World Courier offices and local sites/Clinical Research Associate on study/project setup

Prepare & send site packs with all applicable shipping documentation and instructions for clinical trials in Bio Star under our control. Ensure accurate and timely update into system

Keep up-to-date with global daily bulletins & current issues highlights on the intranet

Identify customer’s transport needs/requirement

Answer telephone calls and provide information/assistance as required

Provide quotes/estimates including pick up time and expected delivery time to customers on demand

Liaise with Dispatch to arrange suitable pick up times

Provide best logistic solutions on job by job basis

Create jobs using internal systems

Enter all packaging/refrigerants required into each job

Enter “Special Instructions” into each job as required

Assist the customer/shipper to prepare documentation (invoice etc)

Search & utilize best route/flight(s) for each shipment

Monitoring shipment progress from job creation to post delivery

Update customers/shippers in a timely manner of delays affecting agreed delivery time or as required

Document all communication in job notes under the applicable note heading

Investigate and respond to all billable service failures

Liaise with Business development department to meet clients’ demand

Provide shipment reports to customers when required

Any additional tasks as required by management

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Experience and Educational Requirements:

Minimum 5 yrs proven excellent customer service experience and client relationship

Tertiary certification

Project management/coordination experience, clinical trial knowledge preferred

An understanding of Imports and Exports processes and statutory requirements

Sound experience using the Microsoft Office Suite, including Word, Excel and Outlook

Industry experience

Soft skills to work as a team, manage clients and internal stakeholders

Minimum Skills, Knowledge and Ability Requirements:

Excellent communication skill in both written and verbal English

Detail oriented, self-motivated

Able to work under pressure and meet tight deadlines

Ability to work independently, accurately, efficiently with minimal supervision

Excellent analytical, problem solving skills

Dedication to continuous improvement

Receptive to change and new ideas, plus ability to generate new ideas and concepts

Able to provide relevant information on request

Able to prioritize workload, which may change throughout the day

Remain calm under pressure

Proficient with Microsoft Applications Eg: Outlook, Word and Excel

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 CompaniesAffiliated Companies: World Courier Singapore Pte Ltd.

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