Job Details
The CSR / Operations role is responsible for providing high-quality service and logistics support to major customers, Clinical Trial Sites, and Clinical Research Associates (CRAs). The role ensures customer requirements are effectively managed through accurate study/project setup, shipment booking, coordination, tracking, documentation, and timely communication.
Key Responsibilities:
•Manage study/project setup, coordination, and maintenance in Bio Star.
•Coordinate with customers, World Courier offices, local clinical trial sites, and CRAs regarding study/project requirements.
•Prepare and distribute site packs, shipping documentation, and instructions for clinical trial shipments.
•Support first-time clinical trial shippers, including site visits when required.
•Provide operational support for complex and specialized shipments, including DtP, CGT, and high-volume shipments.
•Identify customer transportation requirements and provide appropriate logistics solutions, quotations, pickup times, and expected delivery times.
•Coordinate with Dispatch regarding shipment pickup arrangements.
•Create and maintain shipment jobs using World Star/TMS and Bio Star, including packaging, refrigerant requirements, and special instructions.
•Assist customers and shippers in preparing required shipping documentation, including HAWBs and invoices.
•Determine appropriate routes, flights, and transit options for shipments.
•Track shipments from job creation through final delivery and provide customers with timely updates regarding delays or changes.
•Maintain accurate records of customer and shipment communications in applicable systems.
•Investigate and respond to billable service failures and customer concerns.
•Liaise with the Sales team as required.
•Provide logistics information such as LCTs, LPTs, flight options, and transit times.
•Prepare daily/weekly status reports and monthly KPI reports for key accounts and customers.
Requirements
•High School Diploma/GED or equivalent experience required.
•2+ years of experience in customer service, customer support, order management, customer operations, or sales support, or a related field required.
•Certification in HDI Customer Service Representative (HDI-CSR), CCPC Global Certified Client Service Specialist (CCSS), or equivalent preferred.
Full time.
