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SalaryOur team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!What you will be doingPOSITION 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.
- 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-ordinate 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.
- 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.
- 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.
- Effectively collaborate with all Internal Stakeholders to ensure the function is operating effectively and efficiently, while maintaining a harmonious team environment.
- 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).
- Actively promote a culture that values a safe and healthy workplace.
- Take reasonable care of, and cooperate with actions taken to protect;
- 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.
- 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.
