Customer Solutions Consultant

5 days ago

Changi, Singapore World Courier Pte Ltd Full time

**PRIMARY DUTIES AND RESPONSIBILITIES**:
**DUTIES AND RESPONSIBILITIES**:

- Manage Study/Project setup, coordination and maintenance into our internal system (Biostar).
- Manage communication with customers, World Courier offices and local sites/CRA 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.
- As required conduct site visits for all first time shippers for clinical trials during their initial shipment.
- Act as the SME for high complex (e.g. DtP and CGT) and heavy weight shipments (e.g. active and passive high volume container)
- Maintain site relationship with all clinical trial sites with periodic telephone calls.
- Keep up-to-date with global daily bulletins & current issues highlights on the intranet.
- Answer telephone calls and provide information / assistance as required.
- Identify customer’s transport needs / requirements
- Provide quotes / estimates including pick up time and expected delivery time to customers on demand.
- Liaise with Dispatch to arrange suitable pick up times
- For billable and non-billable shipments complete the following:

- Provide best logistic solutions on job by job basis.
- Create jobs using global systems (TMS & Bio Star).
- Enter all packaging / refrigerants required into each job.
- Enter “Special Instructions” into each job as required.
- Assist the customer / shipper to prepare documentation (Hawb, invoice etc)
- Search & utilise best route / flight(s) for each shipment.
- Tracking from job creation to 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 sales department as required
- Provide LCT’s, LPT’s, best flight options, & transit times as required.
- Provide the following Report to key accounts / customers on demand:

- Daily/Weekly status reports
- Monthly KPI reports
- Any additional tasks as required by management.

**REPORTS DIRECTLY TO**:
National Customer Service Manager / Supervisor

**MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS**:

- Provide leadership and direction
- Ensure optimum productivity
- Run a safe, clean and harassment free environment
- Communicate and build professional relationships
- Approachable Train/Coach others
- Motivate others
- Professional conduct and role model for the department
- Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)

**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.

**Salary**: $52,000.00 - $52,500.00 per year

Schedule:

- Monday to Friday

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