Client Success Consultant Css

8 months ago

Melbourne, Australia AmerisourceBergen Full time

- What you will be doing
- The Client Success Consultant’s(CSC) top priority is to ensure local clients are serviced successfully by delivering high-quality, speedy and personalized support during any stage of their CSS experience. To be successful in this position, the CSC must effectively establish and develop strong loyal client relationships.

The CSC is responsible for partnering with other functions to fulfil its role:

- With Operations and Client Services when setting up new projects or introducing amendments to agreed instructions, in compliance with CSS guidelines

PRIMARY DUTIES AND RESPONSIBILITIES:
Partner with and support Sales / BD team by acting as the technical Subject Matter Expert (SME), assessing client requirements on a study-by-study basis Ensure to provide local Clients with a service that best suits their 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 (CSS Client Services, Sales, Quotations, MGMT, QA, Transport, CTM Star, PMO) Onboard new clients and set up all local clients’ projects, by means of reviewing / creating trial-specific Depot Instructions in compliance with CSS guidelines Train and provide instructions to depot staff, as applicable, based on all documentation provided by the Client. Manage communication infrastructure and participate in Client meetings during the onboarding as well as for regular business reviews. Assume a support role in dealing with technical issues brought by Depot associates that might arise during the training or during their daily operations Gather customer feedback and deal with clients’ complaints, taking ownership of clients’ problems from beginning to end Notify all depot associates of new/updated information regarding any concerned projects and updating the internal documents accordingly in a timely manner. Familiarize themselves with applicable local regulations as well as with relevant CSS & CORP guidelines. Provide support to local Clients on operational matters in a timely manner, as agreed with the Depot Manager Participate in specific projects as needed Manage churned clients in coordination with Sales/BD team

ADDITIONAL DUTIES AND RESPONSIBILITIES

This is primarily for cross training / cross function with Customer Service and Account Co-ordinator.

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. 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. Collate, report and monitor statistical information on a monthly basis for the Clinical & Commercial teams by sourcing automated data. Any other tasks as reasonably required by your reporting Manager in line with the operational needs of the department/organisation.

Tailoring Solutions
- Proactively identify potential problems with orders and shipments and services and seek tailored solutions to address any issues.
- Be receptive to customer feedback on order and transport needs. Work closely with Account Management, and all other Internal Stakeholders to provide proactive feedback to develop client & customer needs.

Pricing
- Update and maintain the World Courier Australia Clinical and Commercial pricing database in line with information provided from the Finance & Administration Manager.
- Liaise with Accounts Team in relation to Commercial and Clinical Client invoicing.

Policy and procedure
- Comply with Customer Service standard operating procedures and policies to ensure that the function is demonstrating consistent practices nationally and is in line with strategic objectives.
- Ensure WCA compliance with all government legislative and other requirements such as ACS, CASA, AQIS, IATA, ISO
- Ensure full compliance with international local regulations such as WCA RACA SP (Registered Air Cargo Security Program) Australian Customs IATA regulations
- Ensure full compliance with WCA quality management systems (GxP)

Workplace Health and Safety
- Actively promote a culture that values a safe and healthy workplace
- Take reasonable care of, and cooperate with actions taken to protect;
- the health and safety of both themselves and others.
- report all accidents, incidents and hazards to their supervisor as soon as is practicable.
- Ensure compliance with relevant OH&S legislation and that any issues are identified and actioned in line WCA policy.

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