Customer Service Representative - Melbourne, Australia - Cencora

Cencora

Verified Company

Melbourne, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

What you will be doing

This role is responsible for providing an outstanding customer experience and solution-based approach to all World Courier customers, in both the Clinical and Commercial departments.

The role is vital to ensuring customer needs and expectations are not only met, but exceeded, and the reputation of the Company is enhanced during each engagement.

Key accountabilities include.

Manage and resolve client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided.
Maintain and update database of Poison Licenses for World Courier 3PL clients in the relevant ERP and SharePoint, where applicable.
Maintain and update Clinical ERP with authorised consignee list
Enter orders into the Clinical ERP
Produce and monitor Commercial and Clinical reporting and statistical information.

PRIMARY DUTIES AND RESPONSIBILITIES:
Customer Service

Answer all incoming telephone calls with the standard World Courier greeting and transfer internal calls to the relevant stakeholders in a timely manner.
Answer all incoming customer telephone calls with the Client specific greeting for order to cash programs and action as required following the Client's program instructions.
Manage and resolve routine client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided following WCA's quality processes.
Regularly provide clients with details about the progress of their orders and shipment/s and any deviations to the original delivery plan to ensure the smooth transfer of information.
Liaise with internal departments to initiate and manage change to better service World Courier Clients.
Record all actions and client communications in the company's systems to ensure all World Courier teams have access to this information to guide their interactions with customers.
Liaise with the relevant teams to ensure efficient order and shipment processing and coordination.
Enter Client bookings into the Transport booking portal to create shipping documentation.
Support the relevant Transport teams with problem solving track trace and carrier interaction and bookings.
Actively work as a communication conduit between customer / client and internal stakeholders in "returns" cases.
Create, review and update Standard Operating procedures, Work Instructions and Client Specific Instructions.
Participate in and implement Continuous Improvement processes to streamline Customer Service activities.
Participate in Quality reports and preventative action when required.
Collate, report and monitor statistical information on a monthly basis for the Clinical & Commercial teams by sourcing automated data.
Any other tasks as reasonably required by your reporting Manager in line with the operational needs of the department/organisation.

Tailoring Solutions

Proactively identify potential problems with orders and shipments and services and seek tailored solutions to address any issues.
Be receptive to customer feedback on order and transport needs. Work closely with Account Management, and all other Internal Stakeholders to provide proactive feedback to develop client & customer needs.

Pricing

Update and maintain the World Courier Australia Clinical and Commercial pricing database in line with information provided from the Finance & Administration Manager.
Liaise with Accounts Team in relation to Commercial Client invoicing.

Internal Communication and Information Sharing

In consultation with the Internal Stakeholders, keep clients informed of the progress of their order and shipment.
Collaborate with Internal Stakeholders to find appropriate resolutions to Clinical and Commercial matters to ensure ongoing client satisfaction.
Liaise with the Transport Customer Service team in relation to World Courier transport bookings and ensure correct processes are followed.
Liaise with the Client Services, Account Management and 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 all Internal Stakeholders to ensure the function is operating effectively and efficiently, while maintaining a harmonious team environment.

Policy and procedure

Comply with Customer Service standard operating procedures and policies to ensure that the function is demonstrating consistent practices nationally and is in line with strategic objectives.
Ensure WCA compliance with all government legislative and other requirements such as ACS, CASA, AQIS, IATA, ISO
Ensure full compliance with international local regulations such a