Out of Office Agent-5
Madrid, Spain
hace 6 días

Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference.

As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!

What you will be doing

  • To be the primary contact for out of office hours for clients, for agents and World Courier offices for booking shipments or providing general and specific information from tracking shipments to quoting to validating invoices;
  • All tasks are completed in a correct, timely and cost efficient manner;
  • Shipments are sent by the most secure, rapid and efficient way;
  • All relevant customs regulations and country guidelines are adhered to for all imports and exports of individual service shipments;
  • Ensuring shipments run as smooth as possible through detailed pre-planning.
  • The holder of this position may perform the following tasks :

  • Handle enquiries from clients, agents and World Courier offices via phone and email in English
  • Receive bookings via email and update in the system
  • Provide quotations via email
  • Monitor and track ongoing shipments, reacting to any deviation from the plan
  • Keep clients and World Courier offices updated to the status of their shipment, especially in regards to delays
  • Action all notes
  • Determine which shipping solution should be used for certain shipments
  • Advise clear pick up / special delivery / temperature control handling instructions to an agent or destination office on how a shipment should be managed
  • Communicate any temperature results as soon as possible after delivery, checking and noting any deviations
  • Recognizes important information and makes immediate use of this information (Holiday lists, All Station emails, Ops memos)
  • Work with regulations (ADR / DGR / IATA) as well as local laws and guidelines
  • Build and maintain relationships with World Courier offices, clients, agents, airlines, handling agents and suppliers.
  • World courier provides GPS Monitors so its clients can track shipments in real time. These devices require monitoring by world courier personnel to ensure that the shipment is on track according to planned milestones.

    The following tasks may be performed, the list is non exhaustive

  • Monitor applicable shipments and send email confirmations to agreed customer contacts to confirm shipments that are on schedule or to alert when deviations occur.
  • Perform all milestone checks within the specified times for each project handled and ensure correct contacts receive the alerts.
  • Liaise with involved network offices and agents in the event of any deviations and provide initial 1st line issue resolution.
  • Agree with the BCTR who owns the customer communication and issue resolution for major ongoing deviations.
  • Maintain regular customer updates until this is handed over to the BCTR or agreed involved office.
  • The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

    They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

    All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

    What your background should look like


    Knowledge & Skills :

  • Education of graduate or similar
  • English and Spanish language to a very high level, verbal and written, French would be advantageous
  • Knowledge of the logistics industry would be an advantage
  • Minimum of one year work experience, preferably within International Customer Service
  • Knowledge in Word, Excel, Outlook
  • Ability to work alone
  • Personal Attributes and Disposition :

  • Ability to form part of a team and work independently and alone
  • Work nights, weekends and bank holidays

    International Customer Service Manager and Supervisors


    The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    What AmerisourceBergen offers

    We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

    Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions.

    Specific benefit offerings may vary by location, position and / or business unit.

    Affiliated Companies

    Affiliated Companies : World Courier de Espana, S.A.

    Equal Employment Opportunity

    AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

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