[Company / Industry] Global healthcare logistics company / Supply and Logistics
[Position] Customer Service Associate
[Function] Customer Services
[Reporting Line] Customer Services Manager
[Employment Type] Permanent
[Location] Seoul, Korea
[Consultant in charge] Simon S. Kim
Reputable global company specializing in logistics for clinical trial materials and sensitive drug shipments.
To provide consistent high level of services to customers through the provision of a dedicated and professional services, and ensure high quality performances 24/7.
Main Duties and Responsibilities
Handle Customers’ general inquiries, quotations, pick-up & delivery, other requests follow-up.
Proactive monitoring for all shipments and update the status to MAESTRO system.
Clinical trial logistics management such as site coordinators, starter packs, service reports, Last Call-in Time (LCT) & Last Pick-up Time (LPT).
Dispatch report update and communicate with drivers and agent team.
Review shipping documents such as customs invoice, import/export permit, MAWB/HAWB, MSDS and all related documents etc.
Send and receive pre-alerts for the shipments for smooth clearance and delivery.
Understand cold chain management and provide proper cold chain packaging solutions.
Packaging stock management and monitor agent KPIs.
Manage customer complaints, and investigate incidents affecting shipments performance, work with Global Key Account team and QC / QA teams to generate appropriate responses to customer in the official Incident Reports.
Follow appropriate SOPs and company policies all the time.
Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and the Company Network Guidelines, policies and procedures.
Work with Customer logistics teams/departments, to develop and implement solutions for new business requirements in accordance with the Company Guidelines.
Attend meetings with the client on a periodical basis, to discuss program status and relevant service issues and concerns.
Input agent costs into Maestro in time.
Pick-up and delivery booking and create jobs on the Maestro.
Communicate effectively via Maestro, Telephone, Fax and Email.
To adhere to all company Policies and SOPs at all times.
To undertake any other reasonable duties at the request of the Line Manager or Branch Manager.
Ability to deal with inquiries and day to day issues
Prefer candidates with; International Logistics knowledge, Understanding of Central Lab and Clinical Trial Supplies industry, Different temperature requirements for the transportation of shipments, Multilingual
[Skills and Abilities]
Excellent communication skills
Excellent problem solving and prioritization skills essential.
Excellent teamwork skills.
Flexibility in working hours required.
Prefer candidates with; Complete and thorough understanding of Aviation/Airline Networks, Excellent communication skills with the ability to influence others, Ability to use own initiative in order to research and grow professionally and gain extra experience
2~4 years of work experience of Courier/Freight Industry or relevant industry
Working with key decision makers
Able to influence others to ensure business targets are met.
Working within a busy environment
Prefer candidates with an understanding of the services provided by Integrators
Prefer candidates with; Forecasting/Analytical qualifications, relevant International Trade licenses