Coordinator- Global Logistics Helpdesk: Remote UK

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Position Summary:

The Global Logistics Helpdesk is a support function for the Fisher Clinical Services business, within the CTD division of Thermo and provides support for all shipments within the Fisher Clinical Services ‘FCS’ Network which utilise the ‘FCS’ courier billing accounts. In addition, the Helpdesk is responsible for handling the Clinical Site to Patient shipment requests.

The Helpdesk specifically provides support for any shipments originating in the EMEA region, for studies managed by the FCS EMEA sites and may include shipments coming back to the EMEA region from other locations.

The Global Logistics Coordinator will support the various roles of the Helpdesk as directed by the Supervisor, via a rotational system.

Supporting our reverse logistics, creation of shipping documents, arranging collection of clinical trial material for return to our facilities or depots, proactive track and trace and problem solving.

Providing proactive support in response to calls/emails from our internal Distribution Project Management Group, external clients and Clinical Trial investigator sites. This will include but is not limited to working with our approved couriers to track in transit drug supply chain shipments, proactively intervene to manage and resolve issues, escalation for internal or external support as necessary.

Supporting our Credo reuse programme service which includes ensuring collection of reusable Credo shippers, proactively contacting Clinical Trial sites for return of Credo shippers, create shipping documents and organizing collections where applicable, maintaining tracking, metrics and billing reports.

Supporting the clinical site to patient (CstP) service offering.

Job duties and responsibilities:

• Supporting the success of the Credo reuse programme.
• Creation of shipping documents in line with GDP.
• Following all departmental and company appliable SOPs, WIs and other compulsory items to support successful execution of work in line with GxP.
• Receiving calls/emails from our internal Distribution Project Management group, external clients, investigator sites globally and recording issues.
• Ensuring all calls / emails received are managed through to resolution whilst providing a high level of customer service.
• Proactively track and trace orders to ensure on time delivery within FCS service level agreement.
• Client reporting and order data entry with high attention to detail.
• Actively participate in team meetings, conference calls, and operations meetings as required.
• Participation in cross-functional business process improvement activities as required.
• Support the need of our internal customer, FCS.
• Escalate any matters requiring urgent attention to the Supervisor.
• Complete and stay compliant to compulsory training in SuccessFactors and ThermoU.
• Operate in line with departmental SLAs.
• Understand the importance and sensitivity of data being handled.
• Act in line with the 4i Values. 
• Perform other duties as assigned or required by business need at the request of the Supervisor and/or other members of the leadership team.

Experience/Skills:

• Excellent customer service
• Proficient in Microsoft office (Word, Excel, and Outlook)
• Knowledge of distribution track and trace is an advantage
• Process analysis skills suitable to collect/analyse data leading to proposed process improvement.
• Problem solving
• Flexible and adaptable
• High attention to detail.
• Ability to prioritize workload and meet timescales.
• Able to work under pressure and support others within the team.
• Good communication skills both internally and externally, verbally and written.
• Experience of remote working!

Knowledge and exposure to logistics is desirable but not essential. Full training will be given to the right candidate.

About Us:

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.