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Under the general direction of the Key Account Team leader, the Key Account Consultant will be responsible for maintaining and managing all key client facing activities including Cell and Gene Therapy area and Direct to Patient/Direct from Patient area. From overseeing the initial set up, managing the launch, ongoing daily management of manufacturer-sponsored specialty distribution programs and clinical trial protocol management. This position holds an overall responsibility of the assigned key accounts, protocols and program coordination across all functional areas of the World Courier Operation areas.
Responsibilities:
Account Management
Exceed customer’s expectations by providing extraordinary service for all key customer requests.
Establish and build strong working relationships with business leaders and key internal stakeholders and work teams to ensure the successful delivery of services to World Courier clients.
Troubleshoot client issues and work with internal and external groups to solve client problems and communicate effectively through resolution.
Meet travel expectations for on-site client meetings where required.
Key contact between all World Courier functional business areas – Client Financial Services, Customer Service.
Develop seamless communication flow between these functional areas including the customer service, operations, finance, business Development, Quality Assurance and Information Technology.
Serve as “business owner” for assigned accounts – both internally and externally.
Responsible for meeting program timelines and making adjustments to meet priorities.
Assist in the development of training curriculum for all program & protocol team members.
Responsible for the development of project / protocol documents and Statement Of Works for World Courier and creating custom Work Instructions specific to manufacturer-sponsored programs.
Responsible for special project management from time to time. Overseeing the development, technical set up and roll out of special client projects in Japan and/or other International locations if required.
Assists the Quality team in the internal audits performed by World Courier Quality Assurance Department providing input and answers to questions as requested during the process. Provide consultation & input into the action plans in collaboration with Key Account Team leader and National Customer Service & Operation Manager.
Responsible to ensure that external audit findings, Corrective and Preventive Action and Complaint issues are adequately addressed and actioned to client sign off.
Provides technical consultation on the facility where required.
Other duties as assigned.
Program Management
Responsible for program process design and implementation.
Continuously monitor, assess and identify strategies to improve programs.
Responsible for both document and process change management, as required by manufacturer client.
Manage ongoing program maintenance and liaison with the client.
Building and Maintaining Relationships
Develop and deliver client presentations as required.
Provides technical consultation on the facility where required.
In instances of service failures, represent World Courier, in conjunction with other business areas (Business Development Manager) to clients to ensure appropriate resolutions are offered and strong partnerships continued.
Reports and Statistics
Complete internal monthly Customer Status and data reports on time.
Ensure any Customer reports are created, provided and presented as required in conjunction with respective Business Development or Customer Service Managers.
Monitor Customer Key Performance Indicators internally and coordinate improvement internally with teams (Customer Service, Operations, Business Development and Quality Assurance).
Internal Communication and Information Sharing
Provide information to all World Courier Japan business units to ensure work output is coordinated in an effective manner.
Contribute to team and organizational wide discussions by sharing ideas, experiences and recommendations around improving the effectiveness and efficiency of the business.
Teamwork and Collaboration
Effectively collaborate with team members to ensure that the function is operating effectively and efficiently, while maintaining a harmonious team environment.
Ensure compliance with relevant legislation and that any issues are identified and actioned in line with World Courier Japan policy.
Policy and Procedure
Workplace Health and Safety
Actively promote a culture that values a safe and healthy workplace.
Take reasonable care of, and cooperate with actions taken to protect:
The health and safety of both themselves and others.
Report all accidents, incidents and hazards to their supervisor as soon as is practicable.
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Education:
Bachelor's degree in business administration, operations management, supply chain, information systems, or a related field required.
Experience:
2+ years of experience in customer service, account management, service operations, or a related field required.
Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, Customer Experience Professional or equivalent certification preferred.
Fluency in both English and Japanese languages.
Demonstrated experience meeting key performance indicators.
Strong experience in a customer focused role.
Significant experience in the Third-Party Logistics, Freight Forwarding or Science/Laboratory industry.
High level of computer literacy.
Sound working knowledge of Microsoft Office software.
Minimum Skills, Knowledge and Ability Requirements:
Ability to work autonomously and self-direct work activities.
Superior relationship building skills with a diverse range of stakeholders.
Strong interpersonal and communication skills, both in English and Japanese.
Sound level of numeracy and demonstrated attention to detail.
Strong time management and organizational skills.
Sound written and verbal communication skills.
Problems solving skills.
Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands.
A calm and client focused approach.
Ability to use initiative.
Passion, enthusiasm and energy.
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies: World Courier K.K. Japan
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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
