Clinical Trials Representative I

World Courier of Canada Ltd; Mississauga; On-site; CAD 42,000 - 62,000; Full time

Job summary

World Courier of Canada Ltd is seeking a Customer Service Representative I to provide exceptional customer service by managing inquiries, processing orders, and coordinating domestic and international shipments.

You will verify documentation, maintain shipment records, and communicate proactively with clients while supporting CAPA and continuous improvement initiatives.

Qualifications

• High School Diploma/GED or equivalent experience required.
• 2+ years of experience in progressive operations support, business operations, administrative roles, or a related field.

Responsibilities

• Provide exceptional customer service by handling inquiries and orders.
• Coordinate domestic and international shipments from order entry through final delivery.
• Verify shipment documentation, customs paperwork, and protocol-specific requirements.
• Maintain accurate shipment information in company systems and provide proactive updates.

Skills

Customer service

Communication skills

Organizational skills

Multitasking

Microsoft Office

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Job Details

Reporting to the Customer Service Manager, the Customer Service Representative is responsible for providing exceptional customer service by managing incoming inquiries, processing customer orders, coordinating domestic and international shipments, and ensuring timely and accurate communication with clients.

Receive and respond to customer inquiries via telephone, email, and online order entry systems with the highest level of courtesy and professionalism. Process customer orders accurately and efficiently, providing confirmations as requested. Answer service-related questions and resolve customer concerns regarding shipments and services in a timely and professional manner. Escalate complex issues, complaints, or service failures to the appropriate personnel when necessary. Maintain accurate and up-to-date shipment information within company operating systems. Coordinate domestic and international shipments from order entry through final delivery. Route shipments based on commodity type, volume, temperature-control requirements, transit times, and customer specifications. Coordinate pickups and deliveries with local and international offices, agents, carriers, and service providers.

Verify shipment documentation, customs paperwork, and protocol-specific requirements to ensure compliance and avoid delays. Monitor shipments throughout the transportation cycle to ensure adherence to service levels and customer expectations. Provide proactive shipment updates, tracking information, and communication regarding delays, exceptions, or delivery issues. Adhere to all company procedures, work instructions, SOPs, GDP/GMP guidelines, and regulatory requirements. Ensure accurate documentation, record retention, and maintenance of shipment records.

Identify service failures and support corrective and preventive action (CAPA) activities. Assist with quality investigations and continuous improvement initiatives. Provide suggestions and recommendations to management aimed at improving customer service processes and operational efficiency. Provide shipment updates, tracking information, and proactive communication regarding delays or exceptions. Ensure all customer requests are entered accurately into company operating systems. Serve as the primary contact for escalations and work with internal teams to achieve timely resolution. Verify shipment documentation, customs paperwork, and protocol-specific requirements. Coordinate pickups and deliveries with local and international offices, agents, and carriers. Monitor shipments to ensure compliance with agreed service levels and customer expectations. Maintain compliance with World Courier SOPs, GDP/GMP guidelines, and customer-specific requirements. Ensure accurate documentation and record retention. Identify service failures and assist with corrective and preventive actions (CAPA). Support quality investigations and continuous improvement initiatives. Assist management with reporting and data analysis. Work closely with Customer Service, Operations, Dispatch, Warehousing, Customs Brokerage, and Sales teams. Maintain professional relationships with customers, clinical sites, laboratories, sponsors, and external logistics partners.

Qualification

High School Diploma/GED or equivalent experience required. Experience 2+ years of experience in progressive operations support, business operations, administrative roles, or a related field required.

Minimum Skills, Knowledge & Abilities

Excellent verbal and written communication skills. Strong customer-focused mindset and problem-solving ability. Ability to work in a fast-paced, time-sensitive environment. Strong organizational skills and attention to detail. Ability to manage multiple priorities simultaneously. Proficient in Microsoft Office applications and operational systems. Ability to work independently while collaborating effectively within a team schedules and variable workloads with a calm, customer-focused approach. Flexibility to work in rotational shifts and varying schedules.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Full time Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non‑discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail]. We will make accommodation determinations on a request‑by‑request basis. Messages and emails regarding anything other than accommodations requests will not be returned.

Accessibility Policy

Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

This posting is intended to fill an existing vacancy for our Clinical Trials Representative I role.

Affiliated Companies: World Courier of Canada Ltd

Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We're a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.