Senior Manager - Customer Service

PRIMARY DUTIES AND RESPONSIBILITIES:

World Courier Inc. - Lead a team focused on technical support in the areas of documentation review, all aspects of regulatory review and compliance, training, and performance optimization for World Courier operational and customer service departments. Provide technical support for customer service and operations. Create issue resolutions by reviewing customer service and operational issues as they relate to Standard Operating Procedures (SOPs). Assist in the creation of client specific and operational SOPs, as well as develop service options by researching and providing new World Courier and vendor options. Implement and understand new technology to increase productivity and performance. Develop and manage a comprehensive and coherent expert compliance management program for Operations and Customer Service. Keep a log of issues related to non-compliance and provide a monthly report to the US Director of Customer Service and the US Director of Operations. Work with the Customer Service and Gateway Managers to establish procedures for handling regulated shipments, including Dangerous Goods, to mitigate compliance risk. Develop and conduct annual compliance awareness training related to US export regulations (EAR, ITAR, OFAC, DEA, US FWS, FTR, etc.). Conduct periodic internal export compliance audits (risk assessment) to identify areas of vulnerability and implement preventive actions and training to mitigate compliance risk. Communicate regulatory changes in US Export regulations as well as answer clients' inquiries related to US Export regulations and World Courier policy and practices. Resolve export compliance issues and communicate new procedures - if warranted and necessary - to mitigate export compliance risk. Liaise with World Customs Brokerage on best practices and procedures for shipments subject to export clearance (US Fish & Wildlife, ITAR, etc.). #LI-DNI

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Eleven years of progressively responsible experience in customer success, account management, business development or a related role within the supply chain and clinical trial supply industry. Experience must include: Acting as an account owner to ensure improved NPS satisfaction, loyalty, and identification of growth opportunities; Triage, matrix, and project management skills for global pharmaceutical logistics; Transforming logistics performance analytics into actionable insights for continuous improvement of logistical supply chain, including defining and tracking key performance indicators (KPIs) and customized action plans at the customer level to resolve immediate concerns and enhance long-term customer satisfaction and life cycle; Developing new service offerings in keeping with changing market and customer behaviors in pharmaceutical logistics, including collaborating with cross-functional product teams to align solutions with evolving customer needs; Performing go-to market planning at the customer level inclusive of supply chain logistics support, packaging, pricing, and temperature management applications complaint with Good Distribution Practice (GDP) considerations in a pharmaceutical logistics industry; Managing business transformation projects, including process improvement, automation, and efficiency initiatives for pharmaceutical logistics.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned