Customer Service Consultant (Pharmaceutical) / $4000 - $4500 / #ECT

Recruit Express Pte Ltd| Date Posted: 5-Jan-2021
EA Licence No: 99C4599|EA Personal Registration No: R1765524
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Job Nature:
Position Level:
Bachelor's / Honours

Job Description


This role is responsible for providing superior client experiences and solutions to our Major Customers, Clinical Trial Sites/CRA to ensure their needs and expectations are met and exceeded, and that the reputation of the Company is enhanced during each engagement. 

Key accountabilities include to; study/project setup and coordination, process client bookings over the phone/emails, ensuring all relevant information is collected and entered into our internal systems in a timely and accurate manner. Manage and resolve routine client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided.


  • Manage Project setup, coordination and maintenance into our internal system
  • Manage communication with customers, offices and local siteson study/project setup.
  • Prepare & send site packs with all applicable shipping documentation and instructions for clinical trials  under our control. 
  • Ensure accurate and timely update into system.
  • As required conduct site visits for all first time shippers for clinical trials during their initial shipment.
  • Maintain site relationship with all clinical trial sites with periodic telephone calls.
  • Keep up-to-date with global daily bulletins & current issues highlights on the intranet.
  • Answer telephone calls and provide information / assistance as required.
  • Identify customer’s transport needs / requirements
  • Provide quotes / estimates including pick up time and expected delivery time to customers on demand.
  • Liaise with Dispatch to arrange suitable pick up times
  • For billable and non-billable shipments complete the following:
  • Provide best logistic solutions on job by job basis.
  • Update customers / shippers in a timely manner of delays affecting agreed delivery time or as required.
  • Document all communication in job notes under the applicable note heading.
  • Investigate and respond to all billable service failures.
  • Liaise with sales department as required
  • Provide the following report to key accounts / customers on demand:
  • Daily/Weekly status reports
  • Any additional tasks as required by management.


  • Minimum Degree 5 yrs proven excellent customer service experience and client relationship.
  • Tertiary certification.
  • Project management/coordination experience, clinical trial knowledge preferred.
  • An understanding of Imports and Exports processes and statutory requirements.
  • Sound experience using the Microsoft Office Suite, including Word, Excel and Outlook.
  • Excellent communication skill
  • Able to work under pressure and meet tight deadlines
  • Ability to work independently, accurately, efficiently with minimal supervision
  • Excellent analytical, problem solving skills
  • Dedication to continuous improvement
  • Receptive to change and new ideas, plus ability to generate new ideas and concepts
  • Proficient with Microsoft Applications Eg: Outlook, Word and Excel.

If you meet the requirements of this role, please email a detailed resume in Word document to Chloe Tan Hui Lin. Email: [Click Here to Email Your Resume]

Chloe Tan Hui Lin

CEI Registration No.: R1765524

Recruit Express Pte Ltd


*All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.

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Recruit Express Pte Ltd