Clinical Trials Customer Service Representative

**What you will be doing**:
**We are World Courier, an AmerisourceBergen Company; World Courier is a provider of premium logistics services and the leading global specialty supplier of transportation, storage and distribution services for multinational biopharmaceutical clinical trials. With more than 2,500 employees in more than 50 countries, we combine our global reach with a local presence.**

**PRIMARY DUTIES AND RESPONSIBILITIES**:

- Handle all domestic and international jobs in OMNI (excluding SAT/DTP/CGT accounts)
- Answering calls directed to the Clinical Ops queue and manage shared mailboxes. Routing shipments on next reliable & direct flights out (NFO service)
- Providing Excellent Customer Service to internal and external clients.
- Reviewing and following Client SOPs for specific handling procedures
- Following up on open jobs until OK to send received and departed.
- Following all customer expectations into job file
- Providing clear and precise instructions to agents for effectively handling job file
- Communicating status updates with customers
- Communicating with WC Sales to address client issues & potential business
- Tracking and tracing all shipments moving within U.S. with the airlines
- Updating shipment statuses available on World Couriers CRC
- Coordinating packaging solutions to when interruptions have occurred
- Verifying and coordinating replenishment of shipments cold chain needs
- Initiating traces with the airlines when shipments have not arrived
- Post-flighting all flights
- Pre-alerting airlines on intended shipments
- Booking shipments with the airlines
- Monitor and handle all after hours pending work for WC Gateway Offices
- Demonstrating professionalism on the phone and in the office.
- Assisting in the training of new employees.
- Working together as a team with all departments and offices
- Flexibility in work schedule 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessary
- Providing assistance to colleagues

**What your background should look like**:
**EXPERIENCE AND EDUCATIONAL REQUIREMENTS**:
College education and /or industry experience preferred. Requires 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. Normally requires zero (0) to two (2) years directly related experience.

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

- Strong customer service skills
- Strong interpersonal skills, positive attitude & self-motivated
- Good decision making skills
- Good analytical skills
- Ability to communicate effectively both orally and in writing
- Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
- Familiarity with World Courier services and operations
- Strong organizational skills; attention to detail
- Basic knowledge of Microsoft Word, Excel and inventory management system
- Strong typing/data entry skills

**What AmerisourceBergen offers**:
We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.

**Schedule**:
Full time

**Affiliated** Companies**: Affiliated Companies: World Courier Inc

**Equal Employment Opportunity**:
AmerisourceBergen 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.

**COVID-19 Vaccine Policy**:
**Accessibility Policy****:

- AmerisourceBergen is committed to fair and accessible employment practices. When requested, AmerisourceBergen will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment._

**EXPERIENCE AND EDUCATIONAL REQUIREMENTS**:
College education and /or industry experience preferred. Requires 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. Normally requires zero (0) to two (2) years directly related experience.

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

- Strong customer service skills
- Strong interpersonal skills, positive attitude & self-motivated
- Good decision making skills
- Good analytical skills
- Ability to communicate effectively both orally and in writing
- Ability to resolve customer issues quick