Temperature Services Coordinator

OVERALL ROLE OBJECTIVE: The post holder is responsible for performing all tasks associated with the successful delivery of the temperature surveillance services to the customer. They will have direct contact with other departments and customers, answering queries on temperature related issues.

JOB SPECIFIC RESPONSIBILITIES: The post holder will: 1. Act as the main customer contact for all temperature related services. 2. Set-up customers and protocols based on the applicable temperature services on the quote 3. Verify that all temperature services are correctly detailed on the quote. 4. Coordinate with BD to update the quote with any scope changes. 5. Review temperature excursion reports and perform Temperature excursion adjudications based on the agreed process between Almac and the customer 6. Perform shipment tracking and temperature excursion compliance monitoring 7. Perform site compliance monitoring and communicate updates to the customer / clinical sites 8. Track all excursions relating to the lifecycle of a product on the manual tracker or using the software platform 9. Communicate directly with customers / clinical sites to inform them of potential problems with their protocols and field their concerns relating to temperature surveillance

10. Assist completion of Technical Queries and Quality Incident reports on issues relating to temperature services. Perform thorough investigations of temperature recordings versus transit history when required 11. Monitor the temperature excursions recorded by Almac Clinical Services. Completing key performance indicator and root cause analysis reports for Almac and customers 12. Support Business Development department to advise on Temperature Services 13. Present updates on Temperature Surveillance offering to internal stakeholders 14. Maximise efficiency through successful time management and the ability to prioritise daily activities independently 15. Maintain folders in Livelink to a high standard to ensure full information regarding temperature services is available in the project file 16. Undertake related projects as and when they arise 17. Complete departmental Key Performance Indicators (KPIs) for specific projects as required 18. Fulfil any necessary administration duties required to assist the team

CUSTOMER SERVICE: 1. Ensure all internal and external customer contact is carried out with a high level of professionalism in order to develop and maintain good working relationships 2. Receive and follow through on all queries ensuring a response is supplied in a timely manner 3. Attend teleconferences and meetings with customer as required 4. Perform all tasks within the necessary timeframe defined for each project 5. Take minutes and generate agendas and action items for customer meetings and teleconferences 6. Generate routine customer specific reports 7. Deal with customer complaints according to defined procedures and escalate to the Manager as appropriate

QUALITY: 1. Adhere to all SOPs and GMP requirements. 2. Work to a high level of detail and accuracy on all GMP documentation. 3. Assist with the generation of departmental and global SOPs QUALIFICATIONS

Degree level qualification (or equivalent) Or Significant Almac Clinical Services experience demonstrating project management within a customer facing role. EXPERIENCE

Experience working in a Logistics and / or Project environment Previous experience within a customer facing role Ability to deliver upon strict customer and client deadlines KEY SKILLS

Proficiency in the use of Microsoft Office packages (to include Word, Excel and Outlook)

Proven ability to follow written work instructions

Ability to organise, plan and prioritise tasks within a high volume, varied workload whilst maintaining a high level of accuracy in all work undertaken

Effective communication skills (both written and oral)

Excellent report writing skills