Customer Service Representative

Puesto: Customer Service Representative )
Overview  World Courier is recruiting for a Customer Service Representative, supporting clinical trial projects for some of World Courier's key clients. The candidate will be the primary contact for specific clinical trial clients, providing dedicated operational and customer service support.
Responsibilities   Handle enquiries, bookings and reports.
Plan shipping solutions according to the specific requirements of each clinical study.
Maintain the clinical trial database, including logistic set up of new clinical trials and entering into the database.
Check that sites in other countries have been supplied with instructions and provide copies of all instructions to the customer if requested.
Update the database and ensure requested updates are processed.
Monitor and track ongoing shipments, reacting to any deviation from the plan.
Keep clients and World Courier offices updated on the status of their shipment, especially regarding delays.
Send and receive action notes in the system.
Determine which shipping solution should be used for certain shipments and address 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 performance reports.
Work with regulations (ADR/DGR/AITA) as well as local laws and guidelines.
Build and maintain relationships with World Courier offices and clients.
Qualifications   College education and/or industry experience preferred.
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.
Zero (0) to two (2) years directly related experience.
Proficiency with PowerPoint, Excel and Word.
Strong communication skills, both verbal and written.
Strong customer service skills.
Strong interpersonal skills, positive attitude & self‑motivated.
Good decision‑making and analytical skills.
Ability to resolve customer issues quickly and creatively to improve customer satisfaction.
Familiarity with World Courier services and operations.
Strong organisational skills; attention to detail.
Basic knowledge of Microsoft Word, Excel and inventory management system.
Strong typing/data entry skills.
Professional and confident presentation skills.
Proficiency in English to a very high level, both verbal and written.
Previous B2B customer service experience, ideally internationally.

Experience with the logistics and/or pharmaceutical sectors would be beneficial.
Ability to independently manage multiple tasks, work under pressure and meet deadlines.
Able to provide relevant ad‑hoc information on request.
Excellent organisational and time‑management skills.
Reporting  Reports directly to:
International Customer Service Manager and Supervisors.
Benefits  All team members globally are provided with basic life insurance, personal accident insurance, business travel accident insurance, and EAP resources at no cost. Additional country‑specific benefits such as healthcare, sick leave, death and disability, retirement, as well as perks and allowances may be provided. Details of programs vary by location.
Schedule  Full time.
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. Harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non‑discriminatory.

#J-18808-Ljbffr