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**AmerisourceBergen - World Courier** fosters a positive impact on the health of people and communities around the world by advancing the development and delivery of pharmaceuticals and healthcare products. As a leading global healthcare company, with a foundation in pharmaceutical distribution and solutions for manufacturers, pharmacies, and providers, we create unparalleled access, efficiency and reliability for human and animal health. Our 43,000 global team members power our purpose: We are united in our responsibility to create healthier futures. AmerisourceBergen is ranked #8 on the Fortune 500 with more than $200 billion in annual revenue.
This role is responsible for providing an outstanding customer experience and solution-based approach to all World Courier customers, in both the Clinical and Commercial departments.
- **About the Job**_
**Key Duties & Responsibilities**
The role is vital to ensuring customer needs and expectations are not only met, but exceeded, and the reputation of the Company is enhanced during each engagement. Key accountabilities include:
- Manage and resolve routine client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided following WCA’s quality processes.
- Regularly provide clients with details about the progress of their orders and shipment/s and any deviations to the original delivery plan to ensure the smooth transfer of information.
- Liaise with internal departments to initiate and manage change to better service World Courier Clients.
- Record all actions and client communications in the company’s systems to ensure all World Courier teams have access to this information to guide their interactions with customers.
- Liaise with the relevant teams to ensure efficient order and shipment processing and coordination.
- Enter Client bookings into the Transport booking portal to create shipping documentation.
- Support the relevant Transport teams with problem solving track trace and carrier interaction and bookings.
- Actively work as a communication conduit between customer / client and internal stakeholders in “returns” cases.
- Collate, report and monitor statistical information on a monthly basis for the Clinical & Commercial teams by sourcing automated data.
- Create, review and update Standard Operating procedures, Work Instructions and Client Specific Instructions.
- Participate in and implement Continuous Improvement processes to streamline Customer Service activities.
- Participate in Quality reports and preventative action when required.
- Any other tasks as reasonably required by your reporting Manager in line with the operational needs of the department/organisation.
- **What are we looking for?**_
**Experience & Educational Requirements**
- Previous customer service experience.
- An understanding of Imports and Exports processes and statutory requirements is preferred but not mandatory.
- Sound experience using the Microsoft Office Suite, including Word, Excel and Outlook.
- Experience negotiating timelines and pricing with a range of stakeholders.
**Minimum Skills, Knowledge & Abilities Requirements**
- Strong interpersonal and communication skills.
- Sound level of numeracy and demonstrated attention to detail
- Strong time management and organisational skills.
- Sound written and verbal communication skills.
- Problems solving skills.
- Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands.
- A calm and customer focused approach.
- Ability to use initiative.
**Salary**: $54,000.00 - $60,000.00 per year
Ability to commute/relocate:
- Melbourne Airport, VIC: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- freight forwarding: 1 year (required)
Work Authorisation:
- Australia (required)
Work Location: In person
