Customer Care Coordinator

The Customer Care Team plays a critical role in engaging customers to address inquiries, provide assistance, and foster positive relationships, along with driving the effective communication and understanding of customer needs throughout the Customer Logistics Teams. This will involve close collaboration with internal teams to develop efficient shipment solutions to ensure a timely and effective handover to the logistics teams for seamless execution. Using their interpersonal skills and emotional intelligence, the Customer Care Team helps to ensure that customers feel like a priority and are cared for in an effective way throughout their journey with Biocair.

The Customer Care Coordinator will manage communications between internal stakeholders and the customer and draw on their experience in freight forwarding to ensure that data received from Biocair’s customer portal, Biocair Connect, is accurate, and properly utilized in the Solution Design process. This will include shipment routing, commodity classification, packaging selection, customs value, harmonized tariff codes, and dangerous goods classifications.

Responsibilities will include:

• Act as the first point of contact for all shipping orders and enquiries and ensure that customer interactions are handled in a pro-active and professional manner at all times.
• Manage the end to end shipment process for research samples, clinical trials medicines and other pharmaceutical and healthcare related products, on a worldwide basis
• Ensure correct and timely completion of all after shipment tasks
• Develop and maintain a close relationship with existing and potential clients by understanding needs, providing high levels of accurate and timely communication, ensuring complete satisfaction with the service provided and identifying service level improvements.
• Liaise with suppliers to confirm documentation requirements, plan appropriate route solutions and obtain timely updates on live shipments.
• Develop a thorough knowledge of the Biocair supplier network and supplier capabilities to effectively plan routes that meet customer requirements.
• Ensure all Dangerous Goods shipments are correctly classified, have the correct documentation and that the route solution is appropriately designed.
• Build positive working relationships with internal stakeholders and work pro-actively with other teams in the US and all global locations to deliver excellent customer service.

In addition, you will demonstrate these key competencies:

• Proven experience of working within a customer-focused role within, Cold chain or time-sensitive multimodal freight forwarding or the Pharmaceutical industry ideally within logistics or related area.
• Demonstrate effective communication skills, both verbal and written
• Good attention to detail / data entry
• Conflict resolution/de-escalation skills
• Ability to work with minimal supervision.
• Ability to prioritize tasks and manage changing shipment deadlines.

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community; based on the highest levels of care, expertise and precision; enabling our customers to retain absolute focus on research and development.

In return we offer:

• Between $52,000 - $56,160 per annum commensurate with experience
• Bonus Scheme
• Health, vision, and dental insurance
  
• Employee Assistance Program
• 401K with generous match
• PTO

Please note this is a full time role, Monday to Friday, 08:30 - 17:30 based at our office in Raleigh (NC 27513)

Applications will be closing on Tuesday 22nd April 2025

All offered candidates are subject to pre-employment screening which includes a denied party background check, a motor vehicle records check, and an E-Verify work authorization check.

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please be aware that we are NOT inviting recruitment agencies to submit candidates for this role and as such any approaches