Customer Service Associate

at  PCI Pharma Services

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.
We are PCI.
Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.
Purpose:
The Clinical Trials Customer Service Associate is responsible for building and maintaining a healthy relationship with customers, responding to their requests, and working with other warehouse team members to ensure customer needs are addressed appropriately at all times.

Primary Responsibilities and Tasks:

• Raise Sales Order within System (IP register /JD Edwards) and prepare any additional paperwork e.g. Pro-forma / Customs invoice, import license, QP (Qualified Person) certificate, Certificate of analysis or M.S.D.S. (Material Safety Data Sheet), etc.
• Book courier as required for all Sales Orders.
• Liaise with couriers and escalate any delays identified to appropriate personnel
• Liaise with Project Management directly on a daily basis to provide shipping information, AWB (Air Waybill), etc. and answer queries
• Conduct second check for order documentation raised by colleagues prior to dispatching paperwork to the Warehouse Dispatch team.
• Liaise with Operations Co-ordinator, Warehouse and Project Management on a daily basis to prioritise urgent dispatches or urgent order requirements.
• Raise Sales Order within System (IP register /JD Edwards) for any non-clinical logistic requirements as standard.
• Cover Order Processing colleagues whilst on leave or absent.
• Support the Sales Administrator with management of the Proof of Delivery inbox and updating IRT shipping system(s)
• To remain compliant and fully trained in all order types.
• Full compliance with PCI’s Health and Safety standards.
• Delivering exceptional customer service to both internal & external stakeholders, via inbound & outbound telephone calls and emails
• Participate in warehouse audits conducted by PCI Clients and authorities. including TGA and DPCS audits
• Identifying transport solutions for our customers’ ad-hoc pickup/delivery requirements
• Assuming ownership & accountability for each customer requests
• Co-ordinating timely daily & ad-hoc pickups
• Multi-platform database management
• Admin tasks as directed

Qualifications and Experience:

• Excellent Verbal and Written communication skills
• Attention to detail
• Reliability & ability to be able to work autonomously
• Excellent computer skills
• Experience with using an ERP Inventory System
• Order processing

Behavioural Competencies:

• High level of professionalism, ethics, quality of work, communication and responsiveness at all times
• Positive, ‘can-do’ attitude, embraces and ‘lives’ PCI’s Vision and Values
• Analytical thinker and solution finder/problem solver
• Attention to detail
• Collaborative, team player
• Trusting and trustworthy
• Conscientious and diligent
• Positive, embraces and responsive to change

Join us and be part of building the bridge between life changing therapies and patients.
Let’s talk future
Equal Employment Opportunity (EEO) Statement:
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status

• Raise Sales Order within System (IP register /JD Edwards) and prepare any additional paperwork e.g. Pro-forma / Customs invoice, import license, QP (Qualified Person) certificate, Certificate of analysis or M.S.D.S. (Material Safety Data Sheet), etc.
• Book courier as required for all Sales Orders.
• Liaise with couriers and escalate any delays identified to appropriate personnel
• Liaise with Project Management directly on a daily basis to provide shipping information, AWB (Air Waybill), etc. and answer queries
• Conduct second check for order documentation raised by colleagues prior to dispatching paperwork to the Warehouse Dispatch team.
• Liaise with Operations Co-ordinator, Warehouse and Project Management on a daily basis to prioritise urgent dispatches or urgent order requirements.
• Raise Sales Order within System (IP register /JD Edwards) for any non-clinical logistic requirements as standard.
• Cover Order Processing colleagues whilst on leave or absent.
• Support the Sales Administrator with management of the Proof of Delivery inbox and updating IRT shipping system(s)
• To remain compliant and fully trained in all order types.
• Full compliance with PCI’s Health and Safety standards.
• Delivering exceptional customer service to both internal & external stakeholders, via inbound & outbound telephone calls and emails
• Participate in warehouse audits conducted by PCI Clients and authorities. including TGA and DPCS audits
• Identifying transport solutions for our customers’ ad-hoc pickup/delivery requirements
• Assuming ownership & accountability for each customer requests
• Co-ordinating timely daily & ad-hoc pickups
• Multi-platform database management
• Admin tasks as directe