Customer Service Specialist (Pharma)Job description:

Principal Accountabilities:

• Focal point for customer’s shipping requests for land, sea and air freight. Coordinate with internal operations on all shipping requests.
• Provide freight solutions to customers for land, sea and air freight.
• Develops relationships with allocated customers
• Manage end to end shipment life cycle liaising with all internal and external stakeholders
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contract
• Takes and handles customer inquiries, e.g. Track and Trace
• Responsible for all KPIs and SLAs agreed with allocated customers
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Ensure seamless transaction liaising with Pricing and Billing teams
• Ensure all relevant protocol is followed when executing time and temperature shipment movement under GDP guidelines

Key Requirements:

• 3-5 years’ experience in Freight Forwarding - mandatory experience.
• Experience in dealing with Pharma and healthcare business.
• Experience in handling time & temperature healthcare products
• Pharma GDP knowledge
• 2-5 years’ experience of Customer Service preferably handling key business clients
• Good product knowledge (land, sea and air freight)