Job Title : Study Customer Service Coordinator

Reports To : US General Manager and PM manager

Classification : Salaried, Full-time, Exempt (Salary $50,000 to $55,000)

ABOUT THE ROLE

Woodley Trial Solutions which provide a unique range of tailored, end-to-end solutions that save time and money at all stages of the Clinical Trial process, has an exciting opportunity for a Customer Service Coordinator.

This role of Study Customer Service Coordinator for the Clinical Trials Division of a global medical equipment supplier requires a high level of customer service to manage key clients’ trials, ensuring their timelines and budgets are understood, providing real time and accurate information at every stage.

The role requires coordinating with cross discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules.

This includes liaising internally with purchasing to order in equipment, logistics to prepare the delivery and the warehouse to have the equipment prepared for dispatch.

This role ensures the different elements of our service are coordinated and takes the responsibility of ensuring all projects are delivered on time to the customers satisfaction.

Your role is vital to the company and requires you to be able to handle a high and varied workload with efficiency and accuracy.

You will work with multiple stakeholders, reporting and presenting as required in both written and verbal formats. You will be flexible and enjoy the exciting challenge of a fast-paced role.

This role is an exciting opportunity and will involve managing a portfolio of clinical trials, ensuring deadlines are met to support the smooth running.

KEY RESPONSIBILITIES

• Provide customer service from first point of contact and throughout the trial
• To establish and maintain customer relationships
• Ensure resource availability and allocation
• Ensure comprehensive documentation and tracking through our tailored IT syste
• Meeting with project team members to identify and resolve issues.
• Submitting project deliverables and ensuring that they adhere to quality standards
• Preparing status reports by gathering, analyzing and summarizing relevant information
• Develop sales and up sell opportunities to enhance the sale and customer experience
• Manage opportunities by adapting to the customer needs to finalize the requirements to secure the opportunity
• Provide ongoing sales and service support with all enquiries throughout the trial through courtesy calls and emails

KEY SKILLS

• Excellent communication skills with a customer centric approach
• A proactive approach to use your own initiative in solving problems with accuracy and attention to detail
• Excellent organizational skills
• Able to prioritize, multi-task and work on your own initiative and work to deadlines
• Ability to deal with conflicts positively and objectively
• Commercially minded
• Able to present relevant written and verbal information in a concise format
• Strong diplomatic skills
• Able to converse with all levels of staff from within the organization
• Able to persuade, negotiate and influence key organizations
• Good interpersonal skills
• Able to prioritize tasks within set deadlines
• Excellent IT and keyboard skills, to produce self-generated information

THE IDEAL CANDIDATE

You will have a proven track record in a project management / customer service role, be computer literate and be commercially orientated.

It is essential that you have the capacity to work with colleagues at all levels, can work as part of a team, and the ability to work on own initiative whilst maintaining team approach.

The successful candidate must have exemplary personal standards of conduct, and the ability to work under pressure.

We are looking for people who bring a positive / can do attitude with a high level of energy and a passion for customer service in the healthcare industry.

To be motivated and a dedicated team player. You will need to demonstrate strong time-management and people skills, flexibility, and multitasking ability.

Advanced computer skills and experience with online platforms and proficiency in Microsoft Office, with aptitude to learn new software and systems is essential.

Last updated : 2024-05-23