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Job Details

12 months Fixed Term Contract

Position Summary:

This role is responsible for providing an outstanding customer experience and solution-based approach to all World Courier customers, in both the Clinical and Commercial departments.

The role is vital to ensuring customer needs and expectations are not only met, but exceeded, and the reputation of the Company is enhanced during each engagement.  Key accountabilities include:

Process and monitor client bookings received via phone, EDI/IVRS and email, ensuring all information is collected and entered into the relevant ERP in a timely and accurate manner

Manage and resolve client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided

Maintain and update database of Poison Licenses for World Courier 3PL clients in the relevant ERP and SharePoint, where applicable

Maintain and update Clinical ERP with authorised consignee list

Enter orders into the Clinical ERP

Produce and monitor Commercial and Clinical reporting and statistical information

Primary Duties and Responsibilities:

Customer Service

Answer all incoming telephone calls with the standard World Courier greeting and transfer internal calls to the relevant stakeholders in a timely manner

Answer all incoming customer telephone calls with the Client specific greeting for order to cash programs and action as required following the Client’s program instructions for Commercial programs

Process client bookings received via email, and phone, ensuring all information is collected and entered into the relevant ERP and also 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 following WCA’s quality processes

Regularly provide clients with details about the progress of their orders and shipment/s and any deviations to the original delivery plan to ensure the smooth transfer of information

Manage CSS email in boxes and co-oridinate actions and responses

Liaise with internal departments to initiate and manage change to better service World Courier Clients

Record all actions and client communications in the company’s systems to ensure all World Courier teams have access to this information to guide their interactions with customers

Liaise with the relevant teams to ensure efficient order and shipment processing and coordination

Enter Client bookings into the Transport booking portal to create shipping documentation for Commercial shipments

Support the relevant Transport teams with problem solving track trace and carrier interaction and bookings

Actively work as a communication conduit between customer / client and internal stakeholders in “returns” cases

Create, review and update Standard Operating procedures, Work Instructions and Client Specific Instructions

Participate in and implement Continuous Improvement processes to streamline Customer Service activities

Participate in Quality reports and preventative action when required

Collate, report and monitor statistical information on a monthly basis for the Clinical & Commercial teams by sourcing automated data (KPI’s)

Any other tasks as reasonably required by the reporting Manager in line with the operational needs of the department/organisation

Tailoring Solutions

Proactively identify potential problems with orders and shipments and services and seek tailored solutions to address any issues

Be receptive to customer feedback on order and transport needs.  Work closely with Account Management, and all other Internal Stakeholders to provide proactive feedback to develop client & customer needs

Internal Communication and Information Sharing

In consultation with the Internal Stakeholders, keep clients informed of the progress of their order and shipment when requested

Collaborate with Internal Stakeholders to find appropriate resolutions to Clinical and Commercial matters to ensure ongoing client satisfaction

Liaise with the Transport Customer Service team in relation to World Courier transport bookings and ensure correct processes are followed

Liaise with the Client Services, Account Management and 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

Teamwork and Collaboration

Effectively collaborate with all Internal Stakeholders to ensure the function is operating effectively and efficiently, while maintaining a harmonious team environment

Policy and procedure

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 WCA compliance with all government legislative and other requirements such as ACS, CASA, AQIS, IATA, ISO

 Ensure full compliance with international local regulations such as WCA RACA SP (Registered Air Cargo Security Program) Australian Customs IATA regulations

Ensure full compliance with WCA quality management systems (GxP)

Workplace Health and Safety

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

Ensure compliance with relevant OH&S legislation and that any issues are identified and actioned in line WCA policy

Reports Directly To:

Manager - Client Solutions - CSS / Clinical Client Services Team Leader

.

Experience and Educational Requirements:

Previous customer service experience preferably in a logistics industry

An understanding of Imports and Exports processes and statutory requirements is preferred but not mandatory

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

Experience negotiating timelines with a range of stakeholders

Minimum Skills, Knowledge and Ability Requirements:

Strong interpersonal and communication skills

Sound level of numeracy and demonstrated attention to detail

Strong time management and organisational skills

Excellent 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

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 (Malaysia) Sdn Bhd

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