The Global Logistics Helpdesk Specialist will support our Total Transportation Management (TTM) service offering, and 3rd party transportation. The primary role will include but is not limited to obtaining courier costs, providing freight quotes, creation of distribution orders in our system, review and distribution of any relevant site documentation and providing a proactive track and trace service for orders dispatched with FCS approved courier freight accounts.

This role will also provide proactive support in response to calls/emails from our internal Distribution Project Management Group, External clients, and Clinical Trial investigator sites. Working with FCS approved couriers to track in transit drug supply chain shipments, proactively intervene to manage and resolve issues, escalating for internal or external support as necessary.

The role requires competent use of Fisher Clinical Services systems and SOPs and will be required to perform to Fisher Clinical Services Quality Standards and timelines.

Job Duties and Responsibilities

• Compliance with internal local and global standard operating procedures.
• On time completion of internal training assignments
• Obtain rates and transit times from FCS approved couriers for distribution of domestic and international orders from 3rd party locations.
• Schedule and execute distribution orders with FCS approved couriers for domestic and international destinations.
• Proactively track and trace orders to ensure on time delivery within FCS service level agreement with couriers
• Receipt of Helpdesk calls from external clients and investigator sites globally and recording of issues in the Global Logistics Helpdesk Service Management System (Vivantio).
• Receipt of Helpdesk calls from our internal Distribution Project Management group and recording of issues in the Global Logistics Helpdesk Service Management System.
• Escalating calls when required as per our SOPs.
• Ensure all Helpdesk calls / emails are managed through to resolution.
• Participation in cross-functional business process improvement activities as required.
• Actively participate in team meetings, conference calls, and daily operational meetings as necessary
• Perform other duties as assigned

Education / Qualifications

• HS Diploma or GED
• 2+ years’ experience within the logistics/transportation industry

Preferred Qualifications:

• Domestic and global transportation (Import/export) experience preferred

Skills, Abilities & Knowledge:

• Ability to understand the client’s requirements and to be able to devise and articulate the most appropriate solutions.
• Ability to prioritize workload and meet timescales.
• Able to analyze problems and define solutions.
• Able to work independently under pressure and to support others within the team
• Distribution track and trace shipments
• Process analysis skill suitable to collect/analyze data to propose individual pricing
• Good communication skills both internally and externally.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $42 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.