JOB TITLE: Customer Operations Coordinator (UK/US) REPORTS TO TITLE: Senior Customer Operations Coordinator (UK/US) BUSINESS FUNCTION/ SUB-FUNCTION: Endpoint Solutions / Supply Chain LOCATION: UK or US Configuration Centre FLSA STATUS (exempt or non-exempt): Exempt ROLE PURPOSE Supports internal and external customers to ensure electronic devices are managed effectively throughout the operational process on behalf of client sites managing clinical trials. KEY ACCOUNTABILITIES (maximum 10) Manage Sales Orders to ensure accurate creation and clarity of information for teams within the configuration center Attend project kick off meetings and client calls, as required Point of contact for Client Services queries or questions Responsible for generating internal export documentation Responsible for ordering printed materials on behalf of clients, as directed by Client Services Liaise with Client Services and external service providers to manage and communicate any shipment delays Promote continual improvement within the Customer Operations area Other responsibilities as required DECISION MAKING AND INFLUENCE The individual is responsible for managing client expectations on device shipments and inventory They will have influence on the financial accountancy of the business by ensuring good practices are followed They will be able to influence good practice and ensure customer expectations are met, if not exceeded They will have limited direct Client contact, however; will be expected to be a source of information and expertise to provide best practice guidance KNOWLEDGE, SKILLS & ATTRIBUTES Essential (maximum 10) : Adherence to site Health & Safety Accurate data entry and computer skills Excellent written and verbal communication skills Excellent organization skills with the ability to prioritize Must be able to deal effectively with all levels of the organization Must be a team-oriented person with a “can do” attitude. Understanding and/or experience of clinical trials / pharmaceutical industry is an advantage Minimum education: GCSE (UK)/ High School graduation (US) or country equivalent Desirable (maximum 5) : Experience of fast paced customer services environment Experience of a warehouse environment Experience in import / export of pharmaceuticals or electronic devices ROLE DIMENSIONS Direct Reports : None Indirect Reports : None Travel: Flexible for International / domestic travel Budget Responsibility : None Other details Job Family Operations Job Function ASC-Supply Chain Development and Optimization Pay Type Salary