Customer Service Representative

World Courier de Espana, S.A.; Barcelona; On-site; EUR 23,000 - 34,000; Full time

Job summary

World Courier de Espana, S.A. is seeking a Customer Service Representative to support clinical trial projects and serve as the primary contact for specific clients. Responsibilities include handling enquiries, bookings, and reports, planning shipping solutions, and maintaining the clinical trial database.

The role runs on a 07:00–18:00, Monday–Friday shift schedule. The ideal candidate has graduate education, high English proficiency, and prior B2B customer service experience, preferably

Qualifications

• Education of graduate or similar.
• English language to a very high level, both verbal and written.
• Previous B2B customer service experience - ideally internationally.
• Experience with the logistics and/or pharmaceutical sectors would be beneficial.

Responsibilities

• Handle enquiries from clients, agents and World Courier offices via phone and email.
• Receive bookings and create orders in World Courier system.
• Maintain the clinical trial database and monitor ongoing shipments.
• Keep clients and World Courier offices updated on shipment status, including delays.
• Determine shipping solutions and packaging for shipments.
• Communicate temperature results and deviations after delivery.

Skills

PowerPoint

Excel

Word

B2B customer service

Communication skills

Time management

Education

College education

Industry experience preferred

Tools

Microsoft Office

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details Position Summary

World Courier is recruiting for a Customer Service Representative, supporting clinical trial projects for some of World Courier's key clients. Primary contact for specific clinical trial clients, providing dedicated operational and customer service support by: Handling enquiries, bookings and reports. Planning shipping solutions according to the specific requirements of each clinical study. Maintenance of the clinical trial database.

The successful candidate will cover shifts between 07:00 - 18:00, Monday to Friday.

Primary Duties and Responsibilities

• Handling enquiries from clients, agents and World Courier offices via phone and email.
• Receive booking via phone/email and create order in World Courier system.
• Maintain the clinical trial database, including: Monitor and track ongoing shipments, reacting to any deviation from the plan.
• Keep clients and World Courier offices updated to the status of their shipment, especially in regard to delays. Action notes sent and received in the system.
• Determine which shipping solution should be used for certain shipments and any packaging issues.
• Communicate any temperature results as soon as possible after delivery, checking and noting any deviations.
• Compile daily, weekly and monthly study specific reports, follow up reports and noting any deviations.
• Compile daily, weekly and monthly study specific reports. Follow up reports and performance reports.
• Recognizes important information and makes immediate use of this information (Holiday lists, All Station emails, Ops memos).
• Work with regulations (ADR/DGR/AITA) as well as local laws and guidelines.
• Build and maintain relationships with World Courier offices and clients.

Candidate Requirements

• Education of graduate or similar.
• English language to a very high level, both verbal and written.
• Previous B2B (business to business) customer service experience - ideally internationally.
• Experience with the logistics and/or pharmaceutical sectors would be beneficial.
• Professional and confident presentation skills.
• Proficiency with working tools such as PowerPoint, Excel and Word.
• Fluency in English.
• Strong communication skills – both verbal and written.
• Ability to independently manage multiple tasks, work under pressure and meet deadlines.
• Able to provide relevant ad-hoc information on request.
• Excellent organizational and time management skills.

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.

REPORTS DIRECTLY TO

International Customer Service Manager and Supervisors

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS

• Strong customer service skills
• Strong interpersonal skills, positive attitude & self-motivated
• Good decision making skills
• Good analytical skillsAbility to communicate effectively both orally and in writing
• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
• Familiarity with World Courier services and operations
• Strong organizational skills; attention to detail
• Basic knowledge of Microsoft Word, Excel and inventory management system
• Strong typing/data entry skills

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time Affiliated Companies

World Courier de Espana, S.A.

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.

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.