Coordinator - 3pl (Css) (Au)

**What you will be doing**:

- Answer all incoming client and customer telephone calls with the standard World Courier greeting and transfer internal calls to the relevant stakeholders in a timely manner.
- Manage and resolve routine client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided.
- Regularly provide clients with details about the progress of their shipment/s and any deviations to the original delivery plan to ensure the smooth transfer of information.
- Record all actions and client communications in the company’s shipment processing system to ensure all World Courier teams have access to this information to guide their interactions with Clients and customers.
- Liaise with operations warehouse team to ensure efficient shipment processing and coordination
- Support operations warehouse team with problem solving, track trace and carrier interaction and bookings
- Actively work as a communication conduit between customer / client and warehouseoperations team in "returns" cases.

**Account Coordination**
- Exceed customer’s expectations by providing extraordinary service for all customer requests.
- Establish and build strong working relationships with business leaders and key internal stakeholders and work teams to ensure the successful delivery of services to WCA CSS/3PL clients
- Assist in troubleshooting customer and client issues andby working with internal and external groups to solve client problems, and communicate effectively through to resolution.
- Serve as "business owner" for assigned accounts - both internally and externally
- Assist with meeting program timelines and making adjustments to meet priorities
- Assist in the development of training curriculum for all program & protocol team members, working with ICS Training Department.
- Assist with the development of project / protocol documents MSA, DSA, LOI and SOWs for World Courier and creating custom Work Instructions specific to manufacturer-sponsored programs.
- Assists the Quality team in the internal audits performed by WC Quality Assurance Department providing input and answers to questions as requested during the process. Provide consultation & input into the action plans in collaboration with the 3PL/ CSS Warehouse & Distribution Manager.
- Assist in ensuring that external audit findings, CAPA and Complaint issues are adequately addressed and actioned to client sign off

**Program Management**
- Responsible for monitoring, assess and identify strategies to improve programs.
- Responsible for both document and process change management, as required by manufacturer client.
- Assist with post implementation review and reporting,
- Manage ongoing program maintenance and liaison with selected clients.
- Assist in developing and conducting Quarterly Business Reviews, and monthly reporting and KPI’s with clients in a timely manner.

**Building and Maintaining Relationships**
- Develop and deliver client presentations as required.
- Develop an ongoing communications program with selected clients and assist with quarterly catch up meetings to ensure continued client satisfaction and opportunities to grow the relationships are identified.

**Reports and Statistics**
- Assist with completion of internal monthly Customer Status and data reports on time
- Ensure any Customer reports are created, provided and presented as required in conjunction with respective BD or CS managers
- Monitor Customer KPIs internally and coordinate improvement internally with teams (Customer Service, Transport & DC )

**Tailoring Solutions**
- Proactively identify potential problems with shipments and services and seek tailored solutions to address any issues.
- Be receptive to customer feedback on transport needs. Work closely with Account Manager and Warehouse Manager to provide proactive feedback to develop client & customer needs.

**Pricing**
- Assist with updating and maintaining the World Courier Australia 3PL pricing database in line with information provided from the Finance & Administration Manager.

**Internal Communication and Information Sharing**
- In consultation with the operations team, keep clients informed as to theof progress ofwith their shipment.
- Collaborate with the operations team to find appropriate resolutions to operations matters so as to ensure ongoing client satisfaction
- Liaise with the Business Development team to keep them informed about client developments of interest.
- Provide information to all WCA business units to ensure work output is coordinated in an effective manner.
- Contribute to team and organisational wide discussions by sharing ideas, experiences and recommendations around improving the effectiveness and efficiency of the business.

**Teamwork and Collaboration**
- Effectively collaborate with team members to ensure that the function is operating effectively and efficiently, while maintaining a harmonious team environment.
- Ensure comp