Representative, Customer Service
Core
Provide high-quality service and logistics support for major customers, clinical trial sites, and research associates by managing study setup, shipment booking, coordination, and tracking.
Role type
Customer Service Representative (Logistics Operations)
Builds
Clinical trial shipment solutions and logistics operations for healthcare customers
Domain
Healthcare logistics / Clinical trials
Deliverable
product features
Required skills
Study/project setup and coordination, Shipment booking and tracking, Documentation preparation (HAWBs, invoices), Route and transit planning, Customer communication, Reporting (KPIs, status reports), System management (Bio Star, World Star/TMS)
Preferred skills
HDI-CSR certification, CCSS certification
Responsibilities
Manage study/project setup and maintenance in Bio Star; Coordinate with customers, offices, sites, and CRAs regarding study requirements; Prepare and distribute site packs and shipping documentation; Support first-time clinical trial shippers; Provide operational support for complex shipments (DtP, CGT, high-volume); Identify transportation requirements and provide logistics solutions and quotations; Coordinate shipment pickups with Dispatch; Create and maintain shipment jobs in World Star/TMS; Assist customers in preparing shipping documentation; Determine routes, flights, and transit options; Track shipments and provide timely updates; Maintain accurate communication records; Investigate service failures and customer concerns; Liaise with Sales team; Prepare daily/weekly status and monthly KPI reports.
Seniority
Mid-level, hands-on IC