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    Simon S. Kim
    May 11
      ·  Edited: May 11

    Customer Service Associate

    in Current Job Openings

    [Company / Industry] Global healthcare logistics company / Supply and Logistics

    [Position] Customer Service Associate

    [Function] Customer Services

    [Reporting Line] Customer Services Manager

    [Employment Type] Permanent

    [Compensation] TBD

    [Location] Seoul, Korea

    [Consultant in charge] Simon S. Kim


    COMPANY DESCRIPTION:

    Reputable global company specializing in logistics for clinical trial materials and sensitive drug shipments.


    JOB DESCRIPTION:


    [Main Purpose]

    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.


    General

    • 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.


    JOB REQUIREMENTS:


    [Knowledge]

    • PC/System Literate

    • 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


    [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


    [Qualifications]

    • Excel/Word Qualifications

    • Prefer candidates with; Forecasting/Analytical qualifications, relevant International Trade licenses


    If you are interested, please contact simon.kim@rp4rp.com +82-2-6123-0100

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