Customer Service Consultant

Are you looking to make a difference in the life of a patient? At AmerisourceBergen, you will find an innovative and collaborative culture focused on the patient and committed to making a difference. As an organisation, we are united by our responsibility to work towards healthier lives. Join us and apply today!

Job Summary: The role of the Customer Services Consultant is to be the primary contact for clients when booking shipments and providing general and specific information from initial enquiry through quoting, order placement and tracking shipments. The role involves ensuring the shipment will run as smoothly as possible through detailed pre-planning and monitoring execution. In addition, the Customer Services Consultant is required to operate as the executive element of World Courier UK’s Operational team, collating relevant information and issuing instructions to the various departments involved in any given process.

Duties and Responsibilities:

• Handle all client enquiries received via phone or email.
• Receive bookings via phone, email and Customer Portal/integrated systems. Update these bookings fully in our TMS.
• Monitor, track and keep clients fully updated as to the status of their shipments, especially regarding any delays or temperature excursions.
• Run both individual and departmental reports in TMS. Ensure any outstanding activities for other departments are escalated correctly.
• Action all internal activities allocated through TMS, Salesforce or other internal communication platforms.
• Understand the differences between external customers and internal Customer Service sub teams. Implement any differences during job booking and communication processes.
• Determine which shipping system should be used for any given cold chain shipment.
• Make routing and transport decisions appropriate for the maintenance of stipulated temperature and any other relevant security, regulatory or protocol criteria.
• Complete relevant activities in the TMS workflow to ensure all cold chain activities are managed correctly. Add any additional special instructions as notes to ensure both origination and destination offices handle the shipment correctly.
• Ensure relevant customer instructions regarding temperature results are followed and excursions are investigated.
• Follow internal escalation practices to understand when and how to seek support from Senior consultants and above, when necessary.
• Systems Handling
• Have full knowledge of how to use the internal systems including: TMS, Jetstream, OMNI/BSNG, Salesforce, Customer Portal, Alteryx and Global / UK Intranet.
• Understand the WC network, office capabilities, service restrictions, communication peculiarities. Understand and correctly interact with escalation pathways.
• Understand the various specialty services WC offers and how to handle the different shipment types, including Direct To Patient, Cell and Gene Therapy and confidential attribute shipments.
• Use the relevant tools (i.e. Jetstream) to accurately assess flight options for global destinations.
• Obtain and maintain IATA Dangerous Goods (DG) by Air Qualification and be able to implement learning using DG software and relevant paperwork.
• Use of full Microsoft Office suite for communication, reporting and organisation.
• Financial Handling
• Receive, assess, produce and provide all single shipment and study-based quotations via phone or email. Ensuring a senior customer services consultant, or higher positioned member of staff approves the quote before being issued to client.
• Understand general costing methodology and how this applies within TMS through to invoicing.
• Be familiar with intercompany costing models and the impact of operational decisions on this.
• Add relevant costs correctly within TMS.
• Handle customer invoicing queries and escalate internally to resolution.
• In-country support of financial teams based in regional shared service centres.

Experience and Educational Requirements:

• College education and/or industry experience preferred.
• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education.
• Normally requires zero (0) to two (2) years directly related experience.

Minimum Skills, Knowledge and Ability Requirements:

• Strong customer service skills
• Strong interpersonal skills
• Positive attitude & self-motivated
• Good decision making skills
• Good analytical skills
• Strong organizational skills
• Basic knowledge of Microsoft Word, Excel and inventory management system
• Strong typing/data entry skills
• Good communication skills – verbal and written.
• Capable problem solver
• Able to use initiative, tools, knowledge, and experience to solve novel issues.
• Ability to work as part of a team and independently
• Self-motivated
• Remains calm under pressure
• Flexible attitude – for working shifts and last-minute coverage
• High attention to detail
• Uses own initiative
• Able to prioritise workload
• Dependable, reliable and trustworthy

What Cencora Offers: We offer competitive total compensation. Our commitment to our associates includes offering comprehensive, diverse benefits programmes designed to meet the varied needs of all our associates. Through our global presence and diverse business units, we have a balanced approach to the benefits we offer. Many benefits are company-paid, while others are offered through associate contributions. Specific benefit offerings may vary by location, position or business unit.