Distribution Coordinator

OVERALL ROLE OBJECTIVE:

To provide an exceptional level of Customer Service through ensuring that standards in relation to the following meet or exceed Internal and External Customer expectations. The role will extend to cover performing Distribution Coordinator duties for the Dundalk Facility.

1. Distribution order on time delivery.

2. Communication.

3. Troubleshooting / Resolution of problems.

JOB SPECIFIC RESPONSIBILITIES:

The post holder will:

1. Act as the primary Customer Service contact within the Distribution Department for assigned Customers / Distribution protocols.

2. Assist the Project Services team as required to ensure that set-up activities associated with new or updated Distribution protocols are completed as efficiently and as effectively as possible.

3. Assist the Project Services team as required to ensure that Distribution Instructions relating to Dangerous Goods shipping are written to meet current IATA requirements.

4. Plan and organise country specific requirements for each protocol, ensuring that requirements are identified and communicated to allow for the timely processing of the drug orders. e.g. Pro-forma invoices, import licenses.

5. Communicate effectively with the customer contacts for new and ongoing distribution protocols. Ensure that the customer expectations are met or exceeded in terms of providing timely and appropriate updates on the status of in process shipments or ongoing tasks.

6. Represent Distribution in all forms of meetings with the customer relating to the planning, execution, and ongoing management of their distribution protocols.

7. Provide backup support as required for other Distribution Co-ordinators to ensure overall team workload is managed effectively.

8. Provide support for the Distribution Operations team by assisting with workload management through effective prioritisation of the order workload.

9. Assist with the assessment of problems encountered relating to received orders and escalate to the responsible person / department when appropriate to ensure a timely resolution.

10. Respond to customers with regard to shipment queries, ensuring all queries are followed through in a manner that meets or exceeds Customer expectation.

11. Manage resolution of problems encountered relating to shipments in transit. Be proactive in the generation of solutions to mitigate against risks to delivery of the shipment on time and in good condition.

12. Deal with customer complaints according to defined Clinical Services procedures and escalate to the Distribution Team Leader or Manager as appropriate.

13. Prepare and provide Protocol specific shipping reports as agreed with the customer.

14. Generate and maintain Distribution KPI metrics (Key Performance Indicators) for assigned customers.

15. Proactively analyse KPI results. Identify any trends in terms of Customer Service concerns that may need to be escalated to Distribution Team Leader or Manager for further review.

16. Generate Change Control documentation as required to facilitate the distribution process.

17. Maximise personal and department efficiency through successful time management and the ability to prioritise daily activities independently.

18. Liaise with approved courier and carrier contractors to ensure best service is being provided to meet customer requirements.

19. Review Courier exception reports and ensure that where follow up action is needed, that this is done in a timely manner.

20. Review overall country timelines ensuring full optimisation of the supply chain in order to avoid any potential patient impact or unnecessary delays.

21. Where necessary, assist the Operational teams in terms of the order generation, picking and packing tasks.

22. Fulfil any necessary administrative duties as per the distribution process as required.

QUALIFICATIONS

Third level qualification (or equivalent)

OR

Previous experience in a clinical logistics environment

EXPERIENCE

Previous experience within a customer facing role

Previous experience within a computerised order processing environment

Previous responsibility for prioritisation and allocation of work in accordance with customer requirement

KEY SKILLS

Ability to compile narrative reports of exceptional standard (in terms of both content and format)

Previous experience in the identification and creation of work instructions in accordance with customer requirement

Proficiency in the use of Microsoft Office packages

Excellent verbal and written communication skills with the ability to communicate effectively with both internal and external customers at all levels

High attention to detail

Ability to work effectively both as part of a team and on own initiative

Proven time management skills

Proven problem solving ability

Location: 

Craigavon OR Dundalk (depending on location of successful candidate)