Summary:

This role is responsible for providing superior client experiences, solutions and account coordination to all World Courier Clinical Supply Solutions clients and their customers 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:

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

• Establish and build strong working relationships with business leaders and key internal stakeholders and work teams to ensure the successful delivery of services to World Courier Australia Clinical Supply Solutions clients.

• Assist in troubleshooting client issues and work with internal and external groups to solve client problems and communicate effectively through resolution.

• Serve as “business owner” for assigned accounts – both internally and externally.

• Assist in meeting program timelines and making adjustments to meet priorities.

Responsibilities:

Account Coordination

• Exceed customer’s expectations by providing extraordinary service for all client/customer requests.

• Establish and build strong working relationships with business leaders and key internal stakeholders and work teams to ensure the successful delivery of services to World Courier Australia Clinical Supply Solutions clients.

• Assist in troubleshooting customer and client issues by working with internal and external groups to solve client/customer problems and communicate effectively through to resolution.

• Serve as “business owner” for assigned accounts – both internally and externally.

• Assist with meeting program timelines and making adjustments to meet priorities.

• Assist in the development of training curriculum for all program & protocol for team members, working with World Courier Training Resources.

• Assist with the development of project/protocol documents such as Customer Satisfaction Index’s and Statement of Works for World Courier and creating custom Work Instructions specific to the Client’s needs and programs.

• Assists the Quality team in the internal audits performed by World Courier Quality Assurance Department providing input and answers to questions as requested during the process.  Provide consultation & input into the action plans in collaboration with all Clinical Supply Solutions stakeholders. 

• Assist in ensuring that external audit findings, Disaster Recovery, Corrective and Preventive Action and Complaint issues are adequately addressed and actioned to client sign off.  

Program Management

 

·         Responsible for monitoring, assess and identify strategies to improve programs.

·         Responsible for both document and process change management, as required by client.

·         Assist with post implementation review and reporting,

·         Manage ongoing program maintenance and liaison with selected clients.

·         Assist in developing and conducting Quarterly Business Reviews, monthly reporting and KPI’s with clients in a timely manner.

 

Building and Maintaining Relationships

 

·         Develop and deliver client presentations as required.

·         Develop an ongoing communications program with selected clients and assist with quarterly catch up meetings to ensure continued client satisfaction and opportunities to grow the relationships are identified.

 

Reports and Statistics

 

·         Assist with completion of internal monthly Customer Status and data reports on time

·         Ensure any Customer reports are created, provided and presented as required in conjunction with respective BD or Account Managers

·         Monitor Customer KPIs internally and coordinate improvement internally with teams (Commercial Customer Service & DC )

 

Tailoring Solutions

 

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

·         Be receptive to customer feedback on transport needs.  Work closely with Account Manager and all other CSS Leaders to provide proactive feedback to develop client & customer needs.

 

 Internal Communication and Information Sharing

 

·         Liaise with the 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 team members to ensure that 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, TGA

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

·         Ensure full compliance with WCA quality management systems (GxP)

 

 Workplace Health and Safety
 

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

·         Actively promote a culture that values a safe and healthy workplace

·         Take reasonable care of, and cooperate with actions taken to protect;

a)       the health and safety of both themselves and others.

b)       report all accidents, incidents and hazards to their supervisor as soon as is practicable.

REPORTS DIRECTLY TO:

 

Client Solutions Manager

 

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Tertiary qualifications in a business discipline or experience within the a pharmaceutical arena or related area or minimum 3 years Co-ordination / Project management experience within related industry.

• Account Management experience. 

• Project Management experience

• Demonstrated experience meeting key performance indicators

• Significant customer service experience.

• Account coordination experience

• Superior analytical skills

• Outstanding presentation preparation and presenting skills

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

• Experience negotiating timelines and pricing with a range of stakeholders

 

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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.

• Sound written and verbal communication skills.

• Problems 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 Companies

Affiliated Companies: World Courier (Aust) Pty. 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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned