Customer Service Associate

[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