The Help desk Associate will have experience arranging domestic and/or international (export/Import) transport and support our Total Transportation Management (TTM) service to provide third party distribution/transportation to our clients. This will include obtaining courier costs, providing freight quotes to clients, creation of distribution orders in our GPM system, review and distribution of any relevant site documentation and providing a full proactive track and trace service for all orders dispatched with FCS courier freight accounts.

This role will also provide proactive support in response to calls/emails from our internal Distribution Project Management Group, External clients and Clinical Trial investigator sites. This will include but is not limited to working with our approved couriers to track in transit drug supply chain shipments, proactively intervene to manage and resolve issues, escalating for internal or external support as necessary.

• Obtain rates and transit times from FCS approved couriers for distribution of domestic and international orders from 3rd party locations.
• Schedule and execute distribution orders with FCS approved couriers for domestic and international destinations.
• Proactively track and trace orders to ensure on time delivery within FCS service level agreement
• Actively participate in team meetings, conference calls, and daily operations meetings
• Receipt of Help desk calls from external clients and investigator sites globally, and recording of issues in the Global Logistics Help desk Service Management System
• Receipt of Help desk calls from our internal Distribution Project Management group and recording of issues in the Global Logistics Help desk Service Management System.
• Escalating calls when required as per our SOPs.
• Ensuring all Help desk calls / emails are managed through to resolution.
• Participation in cross-functional business process improvement activities as required. Implementation of new working practices within the team.

Education / Qualifications

• Degree Level or Equivalent in relevant subject
• Professional experience within the logistics arena

Experience / Skills

• knowledge of distribution track and trace
• Process analysis skill suitable to collect/analyse data leading to proposed process improvement.
• Flexible and adaptable
• Ability to prioritize workload and meet timescales.
• Able to analyse problems and define solutions.
• Able to work under pressure and to support others within the team.
• Good communication skills both internally and externally. Ability to understand the client’s requirements and to be able to devise and articulate the most appropriate solutions.
• Knowledge of Logistics