Client Services Consultant
hace 6 meses
- What you will be doing
-:
Under general direction of the Sr. Director for Clinical Supply Solutions, and direct report to the Client Services Manager, the Client Services Consultant is responsible for providing Specialty Logistics supply chain (clinical or other) project consultancy services to Clients, acting as the Subject Matter Expert (SME) in all technical and operational aspects of onboarding storage & distribution projects. The CS Consultant is also the primary liaison between Clients and the internal teams to resolve any technical / operational issues for ongoing projects and set up any special operations related to a specific project. The Client Services Consultant effectively establishes and develops successful client relationships, acting as the Client advocate within World Courier, offering the most suitable solution for their needs while considering a standardized approach from an operational point of view. Work with team members in a collaborative environment to provide clients, both internal and external, with the highest quality service.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Set up all Projects with clients, by means of reviewing Depot Instructions and obtaining all necessary information concerning the project itself; i.e. products involved, contacts, technical instructions and any other information that may be relevant for the Depot staff to perform their activities.
- Negotiate, assess and collaborate with the client to provide a service that best suits its needs for each Project within the CSS portfolio of services and standard procedures.
- Escalate out of scope requests and negotiate alternatives with clients, in close relationship with other departments (Sales, CSS Quotes, MGMT, QA, Operations, Transport, CTM Star).
- Support sales team by providing assessment in the service offerings related to clinical supply solutions services.
- Maintain a line of communication with the Global & Regional Ops Managers for tasks coordination between CS and Ops.
- Elaborate study-specific instructions to CSS internal clients (Depot pharmaceutical & logistic staff, Transport department, CTM Star group, etc.), using standardized templates and maintaining all project-related information organized & accessible to the concerned parties, in accordance to the criteria determined within the Division.
- Train and provide instructions to Depot Managers, Depot Pharmacists, QA Consultants and others relevant associates, as applicable, on each particular project based on all documentation provided by the client to CS Department.
- Assume a troubleshooting role in dealing with technical issues brought by Depot associates that might arise during the training or during their daily operations, in relation to the projects stored and managed by World Courier.
- Notify all Depot associates of new/updated information regarding any concerned projects and updating the internal documents accordingly in a timely manner.
- Ensure the proper ways of internal communication are used in order to comply with WC Confidentiality Agreements.
- Collaborate in the creation of training materials.
- Perform other related duties, as assigned.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires University graduate degree or studies in any of the following fields: Pharmaceutical Sciences, Life Sciences, Business Administration, International Trading or Logistics (Pharma Logistics is preferred).
REPORTS DIRECTLY TO:
Manager, Client Services (Global)
What your background should look like
- MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
- Excellent interpersonal skills
- Excellent analytical skills
- Full command of English language: Written and Oral
- Command of Portuguese, Spanish & other languages (valued but not required)
- Ability to multi-task; close attention to detail; organized
- Ability to work collaboratively but also independently with mínimal supervision
- Ability to train various levels of end users
- Excellent presentation skills (written, verbal, and presentation)
- Ability to handle multiple projects simultaneously
- Ability to work under-pressure
- Office equipment - Individual must be knowledgeable of the types of equipment and methods associated with office management
- Individual must maintain knowledge on GxPs, and international industry-related guidelines by applicable Organisms (i.e.: WHO, ICH, FDA, EU, etc.)
- Must be able and willing to travel
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What Cencora offers
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, retiremen
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